APEXX Global

Support Engineer

• Identify issues and incidents using the APEXX technical incident matrix
• Perform first-line investigations on technical queries using Grafana, Portals, Quicksight, Snowflake, and technical knowledge
• Identify escalation routes to L2 technical teams or third-party partners
• Support merchant issues and queries through to resolution
• Investigate out-of-hours merchant incidents and internal monitoring alerts
• Trigger incident management processes and escalate to L2 when applicable
• Prepare merchant communications and handle phone communications during incidents
• Communicate during shift handovers and morning stand-ups
• Work closely with Product, Implementations, and Tech teams

Technical Support Engineer