Technical Support Engineer RemotePayNearMe • Santa Clara County, California, USA
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Technical Support Engineer Remote
PayNearMe • Santa Clara County, California, USA
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job_description.job_card.job_descriptionProvide product support focusing on enhancing customer experience through effective troubleshooting including portal usage API web services bulk data processing and reporting. Efficiently manage the support queue including handling escalations identifying defects suggesting enhancements and enriching the knowledge base. Utilize the Zendesk ticketing system as the primary support platform managing incoming requests primarily via email and extending support through phone handoffs meetings and occasional chat interactions. Handle a moderate volume of approximately 500 tickets per month ranging from simple alerts to complex escalations. Collaborate with internal stakeholders and external partners across Account Management Client Services Product Engineering SysOps Finance Compliance and Legal to resolve issues with minimal customer disruption. Participate in an on-call rotation for after-hours incidents addressing critical issues as they arise. 3 years in technical product support or equivalent education with a strong service ethic and a commitment to excellence. Technical proficiency with software platforms web / mobile applications and data / API interfaces paired with excellent analytical and problem-solving skills. Exceptional communication organizational and teamwork skills capable of managing incident escalations and working closely with both internal and outsourced support teams. A customer-first attitude able to empathize and advocate for users with the agility to navigate a fast-paced dynamic environment. Ability to perform under pressure while managing a high volume of tickets incidents and complex projects maintaining focus on quality and timely resolution. Past experience in the online gaming industry is a plus. (Sports Betting Casino / Poker Fantasy Sports Horse Racing) Familiarity with cloud based (SaaS) business systems or Independent Software Vendors (ISV) Basic understanding of HTML XML JSON JavaScript and APIs at a technical level or SFTP / batch systems. Financial / banking processes such as settlement reconciliation payment files NACHA chargebacks disputes etc. Support systems (especially Zendesk usage or administration) business processes training and knowledge content administration. Debit Credit Apple Pay Google Pay PayPal Venmo Square Cash app disbursements ACH and related networks and processors. Cash at retail POS back-end payment systems and gift card networks. Product / project management reporting and data analytics. Compliance concepts such as : BSA AML OFAC and UDAAP. Any applicable Support contributor or leadership roles such as : Customer Success Specialist Team Lead Technical Support Technical Account Manager Support Engineer API Support Specialist Data Analysis Support Engineer Technical Operations Specialist Support Data Analyst Implementation Manager Systems Operations Specialist Network Operations Center (NOC) Analyst Professional Services Consultant IT Support or Systems Administrator Base salary per year (paid semi-monthly) Fast- paced and professional work culture Stock options with standard startup vesting - 1 year cliff; 4 years total $50 monthly communication expense stipend to go towards your phone / internet bill $250 stipend to enhance your WFH setup Reimbursement for peripheral equipment : monitor (up to $400) keyboard and mouse (up to $200) Premium medical benefits including vision and dental (100% coverage for employees) Company-sponsored life and disability insurance Paid parental bonding leave Paid sick leave jury duty bereavement 401k plan Flexible Time Off (our team members typically take off 3-4 weeks per year) Volunteer Time Off 13 scheduled holidays 2x / year in-person team meet-ups (2-3 days company paid) the categories of Personal Information that the Company collects and maintains about applicants; and the purposes for which the Company uses that Personal Information. Identifiers and Professional or Employment-Related Information. The Company collects identifiers and professional or employment-related information which may include some or all the following : real name nickname or alias postal address telephone number e-mail address membership in professional organizations professional certifications language skills and current and past employment history. The Company collects this Personal Information to evaluate previous job performance and consider applicants for positions to develop a talent pool and plan for succession to conduct applicant surveys to maintain an internal applicant directory and for purposes of identification to promote the Company as a place to work and for workforce reporting and data analytics / trend analysis. Personal Information Categories from Cal. Civ. Code 1798.80(e). The Company may collect categories of Personal Information listed in Cal. Civ. Code 1798.80(e) other than those already listed above (a) to the extent necessary to comply with the Companys legal obligations such as to accommodate disabilities; (b) to conduct a direct threat analysis in accordance with the Americans with Disabilities Act and state law; (c) for occupational health and safety compliance and record-keeping; and (d) to respond to an applicants medical emergency. Characteristics of Protected Classifications Under California or Federal Law. The Company may collect information about race age national origin disability sex and veteran status as necessary to comply with legal obligations including the reporting requirements of the federal Equal Employment Opportunity Act the federal Office of Contracting Compliance Programs (applicable to government contractors) and Californias Fair Employment and Housing Act. The Company collects this Personal Information for purposes including : to comply with Federal and California law related to accommodation. The Company also collects this category of Personal Information on a purely voluntary basis except where required by law and uses the information only in compliance with applicable laws and regulations. Education Information. The Company collects education information such as resumes and graduation records. The Company collects this Personal Information to determine suitability for roles to determine eligibility for training courses and to assist with professional licensing. Profile Data. The Company may collect profile data including the following : psychological assessments behavior analyses or other profiling of its applicants. The Company collects this Personal Information to determine aptitude for certain positions and job assignments as well. Background Screening the event that an applicant is given a formal job offer the Company collects background screening information prior to hiring including results of the following types of background screening : criminal history; sex offender registration; motor vehicle records; credit history; employment history; drug testing; and educational history. The Company collects this Personal Information to screen for risks to the Company and its clients and continued suitability for their jobs and to evaluate applicants for promotions.
Were expanding our support capabilities with a new Technical Support Engineer position. This role is crucial for enhancing our 24x7 support in partnership with our outsourced team and on-call rotation. As part of the Customer Success organization this role helps manage both the product and customer experience through quality support efforts.
Schedule Requirements :
- Participation in a rotating 24 / 7 week-long on-call coverage schedule.
- Primary schedule example : Monday - Friday 8 : 00 AM - 5 : 00 PM PST
Responsibilities :
Qualifications : Requirements :
Applicable Experience (Helpful but not required) :
Technical Support Analyst or Support Engineer
Additional Information :
Salary Range : $90000 - $110000
PayNearMe strives to create a workplace where all employees thrive. Our core values represent who we are today and we take pride in the way we work with each other as well as with our stakeholders.
Were in this together to do the right thing . We deliver real results we are proud of while remaining respectful transparent and flexible .
PayNearMe is an equal opportunity employer. We are diligently and thoughtfully working towards cultivating a diverse workforce which in turn enhances our products and services for the communities we serve. Applicants who represent all backgrounds are strongly encouraged to apply.
CALIFORNIA CONSUMER PRIVACY ACT : APPLICANT NOTICE
Effective Date : January 1 2020
Last Reviewed on : December 23 2019
PayNearMe Inc. (the Company) is providing you with this Notice (Notice) to inform you about :
For purposes of this Notice Personal Information means information that identifies relates to describes is capable of being associated with or could reasonably be linked directly or indirectly with a natural person that the Company may collect in connection with screening applicants for job openings at the Company.
Assistance for Disabled Applicants
Alternative formats of this Notice are available to individuals with a disability. Please let us know if you need assistance.
All your information will be kept confidential according to EEO guidelines.
Remote Work : Yes
Employment Type : Full-time
Key Skills
Database,Jira,Linux,Bank,Java
Experience : years
Vacancy : 1
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Technical Support Engineer • Santa Clara County, California, USA
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