Provide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channels
Perform problem-solving, diagnosing, and generating corrective action plans for issues
Work cross-functionally to resolve issues and provide customer care
Provide on-call support for rotations and escalations
Assist in monitoring production transaction volume, functionality and performance
Be proactive in monitoring, optimizing issuer resolution, and implementing corrective action planning
Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support related issues and improvements

Requirements

2 years of experience in Technical Support, Production Support, or IT Support for B2B customers
Experience in payments and/or accounting systems
Ability to work in a customer-facing role, with strong written and verbal communication skills, with the ability to listen, show empathy, and also be able to converse with both internal and external technical and non-technical stakeholders
Committed, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervision
Experience with ticketing systems (such as, Jira, SalesForce, etc)
Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.)
Basic SQL knowledge should be able to modify queries for data extraction for troubleshooting
Comfortable working within a Linux environment
Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumoLogic, Grafana, Datadog, and New Relic
The ability and desire to learn new technologies and tools

Benefits

Multiple health insurance options
Flexible time off – take what you need
Retirement savings program with company contribution and after tax contributions
Equity in a publicly-traded company and an Employee Stock Purchase Program
Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave
Free therapy sessions, financial and professional coaching, and legal advice
Monthly stipend to support our remote work model
Annual “development dollars” to support our people growth and development
Through Flex First, the freedom to live and work wherever you and your family thrive

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Technical SupportProduction SupportIT SupportAPI technologiesSQLLinuxtroubleshootingdata extractionproblem-solvingcorrective action planning

Soft Skills

customer-facingwritten communicationverbal communicationempathycross-functional collaborationflexibilityproductivityownershiplisteningcommitment