Company Description Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer. Job Description Technical Support Engineers ensure that our Wise Platform enterprise partners get a rapid, highly effective response when issues arise. Whether it is answering complex questions about the behavior of an API or acting as the first responder for a major system incident, you are the technical anchor for our partners. We are looking for a Technical Support Engineer to join our Integration Success Team and scale our servicing capabilities for the Wise Platform in North America. You will be part of a global, 24/5 team—spanning Austin, Tallinn, and Singapore—dedicated to maintaining the highest quality and reliability for our partners’ technical integrations. Your Mission: - Multi-Channel Troubleshooting: Support our enterprise API customers across email, chat, phone, and video conferencing, jumping in to resolve critical issues in real-time. - Technical Deep-Diving: Develop a deep expertise in Wise API and SWIFT products. You will independently test and debug REST APIs, interpret system logs, and query databases to trace issues back to their source. - Incident Response: Act as the calm, decisive first responder during major technical incidents, navigating high-severity escalations while coordinating with global engineering and commercial teams. - Knowledge Sharing: Capture trends in partner issues and feed this data back to our product and engineering teams to drive proactive platform improvements. - Cross-Functional Collaboration: Work alongside global teams to ensure Wise Platform partners have a seamless integration experience and industry-leading assistance. Qualifications - Experience: You have 4+ years of experience in a Technical Support Engineering role within a complex, enterprise-level environment. - Technical Chops: You are highly confident in testing and debugging REST APIs, interpreting logs, and querying databases. (Basic knowledge of programming languages like Python or JavaScript is a strong plus). - Multi-Channel Communication: You are comfortable and articulate when supporting enterprise clients via email, chat, and live phone/video calls. - Incident Management: You are cool under pressure. You have experience handling high-severity incidents, managing multiple priorities, and setting clear expectations with stakeholders during outages. Additional Information - Schedule Flexibility: You are comfortable working a standard 9-to-5 schedule that includes a once a month on-call rotation for weekend and holiday coverage. - Location: You are located in (or willing to relocate to) the Austin, Texas area. - Work Authorization: You must be legally authorized to work in the United States. Please note that Wise cannot provide future visa sponsorship (e.g., H-1B, Green Card) for this position. For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram.

• Own the day-to-day monitoring, quality assurance, and operational management of HITL workflows • Provide Tier 2 technical support and issue triage for clients • Track and monitor HITL queues and workflows • Review HITL-reviewed interactions for quality assurance • Identify trends in HITL overrides and model misclassifications • Lead root cause analysis for recurring issues • Perform SQL queries and collaborate with technical teams • Manage support SLAs and OLAs in accordance with contracts

• Provide front-line technical support to Measured customers • Handle customer support inquiries via ticketing system, email, Slack, and chat • Triage incoming support requests, assessing severity, impact, and appropriate routing • Resolve common technical issues including login problems, access permissions, and basic platform navigation • Provide clear, friendly, and professional responses to customer questions • Escalate complex technical issues to Technical Support Engineers • Follow up with customers to ensure issue resolution and satisfaction • Manage ticket queue effectively, meeting response time and resolution SLAs • Help customers navigate Measured's platform, explaining features • Guide customers through common tasks such as running reports or exporting data • Conduct initial investigation of data quality questions • Document support interactions in ticketing system accurately • Partner with Customer Success Managers to keep them informed of technical issues • Develop technical knowledge of Measured's platform and data architecture

• Serve as the first point of contact for inbound customer support requests via Salesforce Service Cloud, managing cases from intake through resolution. • Triage, categorize, and prioritize support tickets based on severity, customer tier, and business impact. • Investigate and resolve product issues independently; escalate to the Senior Support Analyst or Product/Engineering when a case exceeds scope. • Maintain thorough, accurate case notes and resolution documentation in Salesforce and Jira. • Deliver 1:1 product training to existing users, including platform walkthroughs, feature Q&A, and workflow guidance, for Evolve, Sophia, Scout, and Flintbox, where online 1-to-many training offerings are not yet available. • Coordinate with Customer Success Managers, who own strategic enablement and executive-level reviews, to ensure training coverage aligns with customer’s goals. • Build deep working knowledge of all supported Wellspring platforms and stay current on product releases, configuration updates, and known issues. • Identify recurring issues or patterns in the ticket queue and surface them to the Senior Support Analyst or Product team with supporting data. • Log reproducible bugs in Jira with complete context and steps to reproduce. • Communicate clearly with CSMs, Product, Engineering, and Implementation teams when issue resolution requires cross-functional involvement.