Description
We believe that the way people interact with their finances will drastically improve in the next few years. We're dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products.
As a Technical Support Engineer, you will manage issues from their first symptom to their eventual resolution, communicating with our customers and internal stakeholders throughout the process. You will respond to 10-12 customer tickets per day via Zendesk, meeting quality standards, and troubleshoot customer issues using internal tools and documentation and escalate to Engineering or Partnership teams for resolution.
Key responsibilities include:
- Respond to customer tickets via Zendesk, meeting quality standards
- Troubleshoot customer issues using internal tools and documentation and escalate to Engineering or Partnership teams for resolution
- Work on projects with other TSE's to improve internal and external processes
- Contribute to brainstorming and project execution (tooling, documentation, process improvements)
- Assist GTM teams with customer escalations
- Collaborate with EPD teams on issue resolution
Qualifications include:
- 2+ years of experience in a customer-facing role
- 6+ months of experience working with REST APIs, SQL, CSS, HTML and a coding language (Javascript or Python)
- Knowledge of ticketing systems and tools (e.g. Zendesk, Jira), and data visualizations (e.g. Mode)
- Genuine interest and passion for Support
- Commitment to providing a world-class customer experience
- Strong written and verbal communication
- Self-starter mentality and ability to work independently
- Effective time management and ability to balance multiple priorities
Based in the Eastern Time Zone (EST/EDT)