Job Description

*About TransFi *

TransFi powers the world’s payments, helping businesses and individuals access better ways to move money. Combining industry-leading coverage of currencies and payment methods, we deliver compliant payouts, collections, and ramp services across Asia, Europe, LatAm, Africa, and North America. In our pursuit to advance economic prosperity through borderless finance, TransFi’s enterprise-grade, developer-friendly platform is quietly transforming global payments—making international money movement faster, simpler, less expensive, and more reliable than ever.
TransFi is remote first; we believe the best talent comes from across geographies. We are building for the long term and look for strong owners, builders and big thinkers. Join us if you want to build the future of Web3.

Job Description:
We are looking for an experienced Application Support Engineer with a strong focus on Customer Support to join our team. The ideal candidate will be responsible for providing technical support for our applications while ensuring excellent customer service. You will work closely with both the development team and the customer to resolve issues, improve user experiences, and provide timely support to ensure smooth operations.

Key Responsibilities:

• Provide first-level and second-level support for application-related issues, troubleshooting and diagnosing problems in a timely manner.
• Handle customer queries related to application use and functionality, ensuring a high level of customer satisfaction.
• Act as a liaison between customers and the development team to resolve issues and provide feedback for improvement.
• Monitor application performance and proactively address potential issues before they impact users.
• Document and track support requests, issues, and resolutions in the support system.
• Assist with the deployment and configuration of new applications or updates.
• Provide guidance and training to customers on how to use the applications effectively.
• Collaborate with cross-functional teams to drive continuous improvement in the support process.
• Stay up-to-date with the latest application features and industry trends to provide expert-level support.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 2+ years of experience in application support with customer support roles.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Experience with support ticketing systems and remote support tools.
• Basic understanding of software development processes and application lifecycle management.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Familiarity with database queries and application monitoring tools is a plus.

Preferred Skills:

• Experience working in customer-facing roles.
• Knowledge of web-based applications, APIs, and cloud platforms.
• Familiarity with ITIL frameworks and best practices.
• Strong organizational skills with attention to detail.