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Technical Support Engineer
About the job:
We’re looking for a Technical Support Engineer who thrives at the intersection of customer success, product, and engineering.
We are B2B Fintech in Payments, helping enterprises improve their financial operations: www.kolleno.com
Do you…
- enjoy dissecting complex enterprise systems to figure out how they actually work?
- get a kick out of making clunky ERP setups play nicely with modern platforms?
- take pride in delivering onboarding experiences that just… work?
- love bringing clarity to chaos in cross-functional environments?
Are you…
- a strong communicator who can speak both “engineering” and “CFO”?
- able to understand the big picture while diving into the technical details?
- comfortable leading onboarding projects from kickoff to delivery?
- someone who thrives in client-facing, solution-oriented roles?
WHY KOLLENO?
We’re not just building B2B software – we’re transforming how enterprise finance teams manage cash flow and collections. Our enterprise clients rely on us to understand their technical environments, especially ERPs like NetSuite, SAP, and Microsoft Dynamics, and to help them integrate Kolleno seamlessly.
You will be the technical bridge between our clients and product, ensuring each enterprise support requests are executed with clarity.
Your Role as Technical Support Engineer
As the Technical Support Engineer, you play a critical role in scaling support operations, enhancing product reliability, and delivering a top-class customer experience in a fast-paced FinTech environment.
Key Objectives:
- Streamline technical support for clients: Design and implement a structured system to efficiently manage technical requests, reduce friction, and ensure clients receive timely, effective support.
- Own and resolve technical issues end-to-end: Act as the go-to technical problem solver for client-facing teams, driving fast and high-quality ticket resolution. Take charge of debugging and delivering solutions.
- Champion the client experience and influence the roadmap: Collaborate across teams to capture and escalate recurring issues and feature requests. Be the technical voice of the client, helping to improve satisfaction and drive up NPS.
You’ll join a team that values...
- A Customer first approach.
- Deep understanding of customer systems and workflows
- Clear, honest communication (internally and externally)
- Consistent, high-quality onboarding delivery
- Long-term thinking, not duct-tape fixes
- Customer empathy with strong technical depth
Your Day-to-Day- Analyze and troubleshoot incidents, own debugging, escalation to the engineering team and delivering solutions
- Interpret customer questions on product usage and provide detailed and timely answers
- Resolve simple technical tickets via Kolleno dashboard
- Write detailed and thorough escalation notes for sending tickets to senior engineering teams
- Perform routine follow-ups and ticket management, ensuring nothing falls through the cracks
- Write and maintain the internal and external knowledge bases
- Communicate with customers and internal parties about existing technical support requests and identify common patterns
- Provide feedback to product management about improvements to processes and procedures
Experience Required - 3+ years of professional experience in a Technical Support role within software and/or technology.
- Exceptional communication skills, both written and verbal, with the ability to clearly convey complex technical concepts to diverse audiences (i.e. CFO, COO, Finance Director)
- Proven experience in in-depth software troubleshooting, demonstrating a customer-centric approach, a strong sense of ownership, and the ability to maintain a positive and collaborative attitude within a global technical support environment.
- Ability to create and maintain comprehensive technical documentation, including knowledge-base articles, how-to guides, and troubleshooting guides.
- Strong understanding of APIs, data mapping, and integration patterns
- Comfortable in client-facing situations, including with senior stakeholders
- Bonus: Hands-on experience working with ERPs – especially NetSuite and SAP
- Bonus: experience building internal tools or project tracking systems
Kolleno Benefits- Work remotely all of August – escape the city, or just your commute
- Office shuts down for 2 weeks in December – actual downtime
- Stock options after 12 months
- Office-based Monday to Thursday, Fridays are flexible – your call
- Thursday = Treat Day: Ben’s Cookies + lunch on us
- Performance bonuses
- 20 days holidays
