Associate Technical Enablement Engineer

About Payrails

Payrails is a global payment software company helping leading enterprises to take control of their payment operations and maximize performance. With deep experience in the payments space and firsthand knowledge of merchants' challenges, we’ve seen how fragmented, complex, and inefficient these systems can become. Now, we are setting a new industry standard for how enterprises around the world manage and optimize payments, with more control, visibility and flexibility than ever before.

Our vision is to reimagine payments from the ground up. We are building a deeply integrated meta layer that spans the entire payment lifecycle with a modular architecture. This helps us give leading brands building blocks to craft solutions to most complex operational challenges, tailor seamless customer experiences and grow their business.

We are backed by some of the world’s top investors including Andreessen Horowitz, HV Capital, EQT Ventures and General Catalyst, who share our mission to simplify payment complexity globally.

At Payrails, we’re committed to building a team of exceptional people - not just talented, but driven to build, solve, and deliver at the highest level. Excellence isn’t just a value here; it’s a way of working. We believe that great people thrive in environments where there’s trust, clarity, and shared purpose. We work openly and collaboratively, with deep respect for each other’s craft. Everyone is encouraged to understand the bigger picture - what we’re building, why it matters, and what stands in the way. When people have that context, they move faster, take ownership, and make better decisions. We care about creating a culture where people feel inspired to do their best work and a deep sense of responsibility to help us bring our vision to life. Success at Payrails means staying focused on the problems that matter most, and executing with purpose.

Your team

At Payrails, the Solutions Engineering team sits at the heart of how we turn complex merchant challenges into seamless payment solutions. We bridge technology, product, and customer success - translating business needs into scalable technical outcomes.

Our mission is to:

• Deeply understand merchant architectures, payment workflows, and operational pain points.
• Design and implement robust solutions that deliver measurable value and reliability.
• Ensure every engagement with merchants - from pre-sales to integration - feels effortless, insightful, and high-impact.
  
  

As an Associate Technical Enablement Engineer, you’ll play a key role in this mission by helping our AI support agents become an extension of the Solutions Engineering team. You’ll analyse merchant interactions, identify recurring technical questions, and translate them into structured knowledge that powers both our human and AI support systems.

How you will make an impact

• Turn insight into impact - Analyse support tickets, customer feedback, and data to discover what merchants need most and translate it into clear, usable knowledge content.
• Shape the knowledge brain - Build and organise our internal & external knowledge bases, ensuring both humans and AI agents can instantly find accurate answers.
• Train the trainers - Help refine the performance of our AI support agents, improving prompt design, retrieval quality, and overall accuracy.
• Collaborate across the stack - Work closely with Product, Engineering, and Support to make sure new features and learnings are documented and discoverable.
• Build enablement content - Translate complex concepts into short, engaging learning resources that empower teams and customers.
• Measure and improve - Use data, testing, and feedback loops to continuously refine content, knowledge flows, and AI responses.
  
  

What we are looking for

• You have 1–2 years of experience in Support, Enablement, or Training - or relevant internships/projects
• You hold a Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience
• You are fluent in English, both spoken and written, with outstanding communication and writing skills - you can explain complex concepts clearly and create documentation that teaches, not just tells
• You have an AI-native mindset - familiarity with prompting, retrieval-augmented generation (RAG), or agent workflows
• You have experience with Zendesk, Intercom, or similar support platforms.
• You have strong technical writing and documentation skills with an educational approach
• You are comfortable working in Notion, Confluence, or similar CMS/wiki tools
• You have a basic understanding of APIs, automation, and system integration concepts
  
  

What we offer

• High impact and high velocity environment with the most talented and ambitious people you will ever work with
• A chance to shape the story of a company and a category from the ground up
• Real ownership. You’ll have the freedom and trust to build, test, and take lead
• A product used by the best brands around the world
• Visa and relocation support for you and your family where required
• Hybrid working with an office in the heart of Berlin
• Regular team events, activities and off-sites
• Discounted Urban Sports Club membership
• Competitive salary and equity package
• 27 days of annual paid vacation