Systems Engineer

About us GoCardless is a global bank payment company. Over 100,000 businesses , from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking. GoCardless processes US$130bn+ of payments annually, across 30+ countries ; helping customers collect and send both recurring and one-off payments , without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks , we help our customers make faster, more informed decisions. We are headquartered in the UK with offices in London and Leeds , and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States. At GoCardless, we're all about supporting you ! We’re committed to making our hiring process inclusive and accessible . If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help! And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply! The role Your mission is to operate the technical and tooling capabilities of our front-line Operations teams, focusing on optimising and improving team efficiency. The teams you support will include Customer Operations, KYC and Compliance, and Internal Operations (Billing and Credit Control). Our technologies We endeavour to build simple, reliable systems and believe in using the best technologies for each task. Joining the team, you'll be working with Zendesk , Salesforce , Looker , Qualtrics , and Ruby (to overcome any system limitations). You're not expected to have expertise in all these technologies. Our team members picked up the tools once they started working with the team. If you're unsure, but you’ve got a broad base of experience with other SAAS tools, please apply. About the Service Management Team The new Service Management is responsible for improving our processes, efficiency, and use of technology in serving our customers. Our aim is to create experiences that delight, while being as efficient as possible. We focus on everything from refining processes as we scale, automating as much as we can, and deploying AI solutions to handle as much of the work as possible. We build systems that support everything from onboarding and account queries, through to complex fraud and credit investigations. Consequently, we get to work with a very wide range of GoCardless’s systems. Everything from our big data systems, our core product, 3rd party detection tools, and our customer support and ticketing systems. We get to see our customers through their entire lifecycle on the platform. This is an ideal for the curious, those who look at something and cannot help but wonder why it works, and how to make it better. This is a role for someone who wants to work with a wide range of other functions, and is always willing to try something new. What excites you You’ll help grow and maintain the internal systems, codebases, and tools being used, ensuring these systems are integrated where required. Create, own, and maintain technical process documentation. Work with Operations leaders to identify inefficiencies in team and cross-functional processes and take ownership of improving these. Be the technical voice for Operations across all other tech functions to enable us to understand how our tooling interacts across the lifecycle. Work with other tech functions on supplier integration, sundown, and implementation projects focusing on the technical impact of Operations tooling. What excites us You’ve worked with Zendesk (omnichannel) and Qualtrics as an admin You're able to utilise APIs where necessary to overcome system limitations You’re familiar with version control tools e.g. Github You’re curious and need to understand how everything fits together. If someone can’t tell you the answer, you’ll find a way to figure it out You have a proven reco