Technical Support Manager

This is a Technical Support Manager role with Ebury based in Sydney, NSW, AU
== Ebury ==

Role Seniority - mid level

More about the Technical Support Manager role at Ebury

Ebury is a global fintech firm dedicated to empowering businesses to expand internationally through tailored and forward-thinking financial solutions. Since our founding in 2009, we've grown to a diverse team of over 1,700 professionals across 40+ offices and 29+ markets worldwide. Joining Ebury means becoming part of a collaborative and innovative environment where your contributions are valued. You'll play a key role in shaping the future of cross-border finance, while advancing your own career in a dynamic, high-growth industry.

Technical Support Manager APAC - Sydney CBD Office

Work Pattern: 4 days in the office, 1 day from home

The team

The Implementation Services Team is responsible for managing the technical relationships with API and complex Clients. This includes Clients using the Ebury API, those using open-banking (PSD2) and local and international standards (such as EBICS, SFTP or EDITRAN), those on custom implementations, and those using a mix of all of these. The team sits with Technology and interfaces with most other Ebury departments and teams, as well as directly with clients. Reporting to the Implementation Services Manager, this role will take on a number of responsibilities within the team.

Principal areas of responsibility

Ensure that API and complex implementations are running smoothly and clients get an optimal onboarding and integration process. The role would suit individuals with Technical Backgrounds such as QA's, Automation Engineers or any other hands-on role who want to move into a more customer-facing role.

• Support the Sales Team and the Client in pre and post sales.

• Manage the Client's implementation throughout the lifecycle.

• Work with Operations and Security to ensure highest standards are met.

• Gather Requirements for enhancements and ensure Clients are using the latest and most appropriate functionality.

• Document requirements, analyse development or operational changes and present potential solutions to colleagues in Technology and Product..

• Execute the plans, monitor progress and adjust timelines or scope accordingly.

• Report progress and communicate updates to third parties and internally.

• Record videos, take part in webinars, and promote Ebury functionality in the community.

Skills & experience

• Minimum of two years previous experience in a technical role.

• Working with requirements documents, test cases, use cases, reporting.

• Experience of working on projects, problem solving & time management.

• Experience with APIs: SOAP XML / JSON, Postman, Jira.

• Host to host protocols like EBICS, SFTP

• Proven experience on Netsuite projects

• Ability to debug or review logs.

• Business fluent in written and spoken English. Other languages are desirable but not a must. 

Desirable

• SWIFT MTXXX messaging, SEPA CAMT messaging.

• Payments industry experience.

• Open Banking AISP/PISP

• Customer facing experience.

• Google Data Studio, Looker, SQL.

Personal characteristics

• Excellent communicator with highly developed written and interpersonal skills.

• Enjoys working in a multi-cultural and international environment with some Client

• visits.

• Self-starter able to work effectively in a dynamic and rapidly changing environment

#LI-MO1

#LI-Hybrid

About Us

Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector. Founded in 2009, we are headquartered in London and have more than 1700 staff with a presence in more than 29 markets worldwide. Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Vancouver to Auckland, we enjoy sharing team experiences and celebrating success across the Ebury family. Hard work pays off: in 2019, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: 1000 Europe's Fastest-Growing Companies. None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector.  At Ebury, we're committed to building a workplace where everyone feels valued, supported, and empowered to thrive. We're proud to have active employee networks and ESG initiatives that reflect our inclusive culture, including our Women's Network, LGBTQIA+ Network, and Veterans Network. These communities provide spaces for connection, mentorship, advocacy, and collaboration across our global teams.

We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to help write our future.

Please submit your application on the careers website directly, uploading your CV / resume in English.

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the Ebury team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities

• Supporting the sales team
• Managing client implementations
• Gathering requirements

Key Strengths

• Technical background
• API experience
• Communication skills
• Payments industry experience
• Open Banking knowledge
• Data analysis skills

Why Ebury is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Ebury not with Hatch.

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