InterPayments

Support Engineer

• Provide Tier 1–2 technical support for macOS and Windows devices, including troubleshooting hardware, OS, and application issues.
• Assist users with setup, configuration, and maintenance of laptops, peripherals, and collaboration tools.
• Support remote employees across multiple time zones using remote-access tools and ticketing systems.
• Administer and support core SaaS platforms (e.g., Microsoft 365, Slack, project management tools, identity providers).
• Troubleshoot login, access, and integration issues across cloud services.
• Maintain user accounts, permissions, and security settings in line with established policies and least-privilege principles.
• Support device management and compliance using MDM tools (e.g., Jamf, Intune, Kandji, or similar) across Mac and Windows fleets.
• Assist with security monitoring, patching, and incident response workflows, escalating issues where appropriate.
• Help enforce security standards, including MFA, password policies, and data-handling guidelines for a distributed team.
• Maintain accurate documentation of processes, troubleshooting steps, and system configurations.
• Contribute to IT knowledge base articles and user guides to enable self-service and consistent support.
• Assist with onboarding and offboarding, including provisioning and deprovisioning accounts, devices, and access to core systems.
• Collaborate with IT and security leadership on continuous improvement of tools, workflows, automation, and internal service quality.

Technical Support Analyst

Manager

• Be the voice of the customer within InterPayments. Tactfully drive their issue to resolution regardless of what party or department owns the issue.
• Track all aspects of customer implementations, including key tasks, target dates, forecast dates, risk factors and customer interactions.
• Support customers' implementation success by answering application questions, tracking issues, monitoring changes and resolving or escalating problems according to company guidelines.
• Provide training and end-user support during onboarding.
• Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records.
• Update internal implementation tracking systems and prepare presentations to provide visibility into implementation progress and learnings.
• Project manage all tasks of our portfolio of customers as they implement InterPayments’ solutions from kick-off to go-live. Continuously engage internal and external business partners as part of the project management process.
• Answer technical questions regarding implementing our solutions. Follow and improve InterPayments’ established implementation standards and operating procedures.
• Be a first line of response to triaging and diagnosing technical blockers. Perform Root cause Analysis and document issues and solutions for our knowledge base.

Technical Support Analyst

Professional Services Manager