Analyst, Technical Support Engineer APAC

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Analyst, Technical Support Engineer APAC

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Dynamic Yield, by Mastercard, is on the lookout for a Technical Support Engineer who can ensure customer satisfaction by providing a prompt and comprehensive resolution of highly technical issues.

The expectation of the position is to understand the suite of Dynamic Yield software offerings in a deep and technical way in order to provide the customer with the technically correct answers that will allow them to effectively use the DY platform on their website.

As this role is the heartbeat of the organization, our Technical Support Engineers must have impeccable communication skills, the ability to think creatively on their feet, and articulate technical solutions efficiently to a number of stakeholders. As our product offerings continue to expand, it is also critical that we have team members who are curious by nature and an innate love of learning new technical solutions.

You will excel at this role, not only if you are good at the day to day work, but also if you can zoom out and understand the bigger picture of ticket trends and proactively identify ways of mitigating tickets.

The Task-at-Hand:
Join our team as a Support Engineer and become an expert in Dynamic Yield products, with a strong emphasis on the technical aspects. We're looking for someone who thrives in both team environments and independent work, passionate about technical investigations and adept at articulating complex solutions to clients.

Key responsibilities:

• Engage with customers at all stages of their Dynamic Yield journey, from initial contact to resolution. Provide exceptional support via email, chat, and occasional phone calls, ensuring a world-class experience for our clients.

• Collaborate closely with the Product and Development teams to resolve customer issues efficiently and effectively. Leverage your technical skills to address complex challenges and deliver optimal solutions to clients, improving their product adoption and usage.

• As the first support agent in the APAC region, you'll play a pivotal role in establishing our support presence in Singapore. Collaborate with our global support team to deliver consistent and exceptional service to our customers across the region.

• Balance independence with teamwork, contributing to both individual and collective success. Take initiative in problem-solving while also collaborating seamlessly with colleagues to achieve common goals.

• Demonstrate a genuine passion for technical investigations and solution-oriented thinking. Take pride in reaching resolutions and effectively communicating complex solutions to clients, ensuring their satisfaction and confidence in our products.

Key Requirements:

• 2+ years of experience in Technical Support or similar role
• Excellent verbal and written communication skills in English, any other languages considered as an advantage
• Hands on - Experience working with HTML / CSS / Java Script
• Strong understanding of DM structures and the ability to identify javascript errors on the spot.
• Hands-on - Experience debugging websites.
• Hands-on experience with troubleshooting and problem solving

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard's security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

Job ID R-191394