Tech & Product Support Specialist

Getnet Asia is a leading provider Latam and Iberian payment of empowering businesses across Asia-Pacific to streamline operations, enhance customer experiences, and drive growth. We are committed to delivering reliable, innovative technology solutions, and our Support team plays a critical role in ensuring client success and product excellence. Join us to be part of a dynamic, customer-focused team that bridges technology, products, and client needs.

What you'll do

The Tech & Product Support Specialist will be the primary point of contact for clients (enterprise and mid-market) seeking technical assistance and product guidance. You will diagnose and resolve complex technical issues, provide product usage support, collaborate with engineering and product teams to escalate and resolve gaps, and contribute to improving support processes and product documentation. This role requires a blend of technical expertise, strong communication skills, and a passion for delivering exceptional client experiences.

Client Support & Issue Resolution

• Respond to client inquiries (via email, phone, ticketing system, or chat) regarding technical issues, product functionality, and usage questions in a timely and professional manner.
• Diagnose, troubleshoot, and resolve complex technical problems related to [specify core products: e.g., payment gateways, API integrations, dashboard tools, compliance features] across multiple platforms (web, mobile, desktop).
• Escalate unresolved issues to engineering, product, or third-party teams with clear documentation, reproduction steps, and client impact analysis; follow up to ensure timely resolution.
• Manage support tickets end-to-end, maintaining accurate records in the CRM/ticketing system (e.g., Zendesk, Jira) and providing regular updates to clients.
• Product Expertise & Guidance
• Develop deep expertise in Getnet Asia’s products, features, and technical architecture to provide accurate, actionable guidance to clients (e.g., API integration support, workflow optimization, compliance requirements).
• Conduct product demos, training sessions, or knowledge-sharing sessions for clients to enhance their product adoption and usage efficiency.
• Proactively inform clients about product updates, new features, and best practices to maximize their value from Getnet Asia’s solutions.

Cross-Team Collaboration

• Partner with the Product team to share client feedback, identify product pain points, and contribute to feature enhancements or bug fixes.
• Collaborate with the Engineering team to replicate issues, test fixes, and validate resolutions before communicating with clients.
• Work with the Customer Success team to align support efforts with client onboarding, retention, and expansion goals.

Process Improvement & Knowledge Management

• Contribute to the development and maintenance of support documentation (FAQs, troubleshooting guides, knowledge base articles) to enable self-service support and reduce repeat inquiries.
• Identify trends in support tickets (e.g., common issues, client needs) and recommend process improvements to enhance support efficiency and client satisfaction.
• Participate in team meetings, training sessions, and knowledge-sharing initiatives to stay updated on product changes and industry best practices.
• Regional Market Alignment
• Adapt support approaches to meet the needs of clients across Asia-Pacific markets, considering regional languages (where applicable), time zones, and business practices.
• Ensure compliance with local regulations (e.g., data privacy laws, payment industry standards) in all support interactions and issue resolutions.

Requirements & Qualifications

Education & Technical Background

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent work experience).
• 2–3 years of proven experience in technical support, product support, or customer support for B2B fintech, SaaS, or technology products.
• Strong technical skills:
• Proficiency in troubleshooting API integrations (REST, SOAP), web/mobile applications, and cloud-based systems (AWS, Azure, or GCP).
• Familiarity with [specify relevant technologies: e.g., payment processing systems, database management (SQL), programming languages (Python/Java), or ticketing tools].
• Understanding of fintech/payment industry standards (e.g., PCI DSS, PSD2) is a plus.

Soft Skills & Competencies

• Excellent communication skills (verbal and written) in English; proficiency in additional Asian languages (e.g., Mandarin, Malay, Japanese, Korean) is highly desirable.
• Strong problem-solving abilities: ability to analyze complex issues, prioritize tasks, and deliver effective solutions under pressure.
• Customer-centric mindset: passion for delivering exceptional client experiences and building long-term client relationships.
• Team player: ability to collaborate cross-functionally and work effectively in a fast-paced, dynamic environment.
• Self-motivated: proactive in learning new technologies, products, and industry trends.
• Additional Requirements
• Ability to work flexible hours (to cover regional time zones, if required).
• Experience supporting enterprise clients in the Asia-Pacific region is a significant advantage.
• Certifications in relevant technologies (e.g., AWS Certified Support Associate, API Management) are a plus.

What We Offer

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package (health insurance, retirement plan, annual leave, etc.).
• Opportunities for professional development: training on new technologies, product certifications, and career growth paths.
• Dynamic, inclusive work environment with a diverse team across Asia-Pacific.
• Chance to make an impact: shape product improvements and client success in a growing fintech leader.