Technical Support Engineer
Job Summary
Working remotely on a full-time basis, the Technical Support Engineer will investigate and resolve financial, payment, product, integration, and operational issues while providing exceptional customer support through email and limited phone interactions.
Key responsibilities
- Investigate and resolve complex financial and operational issues, utilizing tools like Datadog and Looker
- Own cases in Zendesk, ensuring timely resolution and effective communication with clients and internal teams
- Lead weekend support efforts, coordinating incident management and providing guidance to teammates
Required qualifications
- 7+ years in technical product support, payments operations, or related customer-facing roles
- Strong investigative skills across software, APIs, data interfaces, and business processes
- Experience managing complex cases and coordinating client-facing incidents
- Aptitude for learning and applying AI tools to investigations and process design
- Curiosity and independent judgment to navigate ambiguity and escalate when necessary
Complete Job Description
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