Techops Level 1 Support

We're driven by a mission to make digital payments accessible to everyone, everywhere. With our innovative payment solutions, we empower businesses of all sizes to access new markets and connect with more customers. Our clients include some of the world's most innovative companies, such as Ant Group, PayPal, and Stripe, who depend on PPRO to accelerate their growth.

Our strength lies in our diverse and global team, spanning various nationalities and international locations. We’re all united by a shared a passion for building - whether that’s trusted relationships with our customers, or next generation products that make payments simpler, faster, and more secure for everyone

At PPRO, we believe that everyone can make a difference. We encourage our team members to seize opportunities to maximize their impact, adopt a growth mindset, build trust with each other and our customers, and drive change across the industry. We’re just at the start of our journey to become the leading payments technology provider globally - and that’s where you come in.

**The Purpose**:
Many of our Technical Operations team members grow to specialise in focus areas like TechOps SRE, DevOps, Engineering, and Product. If you embody a user-first mindset, are exceptionally tech-savvy, and are an outstanding communicator, we want to hear from you

**What will you be doing**:

- Become the expert in all PPRO products, profoundly understanding our processes and workflows to resolve user issues
- Eyes on Glass monitoring using PPRO’s extensive Monitoring Tools
- Analysing and improving the PPRO support experience, providing contextual insight regarding users’ experience with support to senior stakeholders
- Work with Engineering and other Operations teams to diagnose and solve technical problems
- Develop relationships with users and identify opportunities to improve support and overall experience with PPRO
- Analyse and optimise our support documentation and processes to enhance users’ experiences and help scale our operations

**You’ll need to have**:

- Embodies an empathetic, user-first mindset and embodies PPRO’s operating principles
- Has exposure to or experience with managing relationships
- Exhibits an investigative mindset, strategic thinking, great attention to detail, and cross-functional coordination skills
- Can demonstrate technical aptitude, having experience with data analysis or use of
- technological tools to troubleshoot user issues
- Has demonstrated ability to problem solve with mínimal guidance in a rapidly changing
- environment
- Has exceptional written, verbal, and presentation-based communication skills and the ability to translate complex solutions to users simply and clearly
- change) - you’ll receive a weekday off of your choosing the week following a weekend shift

**Technologies**:

- Monitoring tools and dashboards: Prometheus, ElasticSearch (ELK), DataDog, Kibana, Grafana (preferred)
- Bug Tracking/Ticketing tools: Jira, Freshdesk (preferred)
- SQL - basic knowledge (preferred)
- Python - basic knowledge (preferred)

**Why you should join**:

- If you like to build things, want to be part of a fun, friendly, and inclusive team, and are excited about joining a rocketing payments company, you’ll love working here
- Working in Technical Operations will give you an end-to-end experience in transactional processing in the Payments Industry. You will observe incoming transactions through to the funds' exchange. PPRO uses industry-leading monitoring and collaboration tools

**What's in it for you ?**:
**Hybrid working** - We offer flexible working, so you can strike the right balance between office and home working. In addition to our 30-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year

**Insurance** - Because better safe than sorry - we want our employees to benefit from various insurances including accident insurance, disability insurance, direct insurance (bAV) and travel insurance.

**Free gym membership** - We’ll cover the cost of your gym, so you can look after your physical fitness (and your wallet too)

**Professional and personal development** - We provide leadership cafes, on-the-job training, and access to LinkedIn learning to help you gain knowledge beyond your role. We also offer German language courses to our non native speakers employees.

**Mental Health Platform** - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.

**Our office** - located on St.Martin-Straße, one stop from Ostbahnhof on the 3 and 7 S-lines. It takes two stories in a new building, very modern and spacious with fully multimedia-equipped meeting rooms for up to 30 people. On the 5th floor we have a 200mq canteen with well-stocked fridges, an open-view kitchen, and a sunny terrace which doubles as an additional beer fridge