Technical Support Engineer
You will serve as the first interface for merchants worldwide, providing direct technical support throughout their payment lifecycle. You will build expertise in the platform, APIs, web-stack technologies, and integration methods; advise merchants on implementation practices; troubleshoot API and technical issues; advocate for product improvements; track processes; and communicate merchant feedback and issues internally. You will occasionally participate in a planned rotating schedule for weekend and holiday coverage.
Responsibilities
- Serve as the first interface for merchants worldwide
- Support merchants throughout their full lifecycle
- Provide direct technical support
- Serve as a source of knowledge on the platform and APIs
- Apply knowledge of web-stack technologies and integration best practices
- Advise merchants on implementation practices
- Address merchants’ technical issues
- Advocate for the product internally
- Track product processes
- Feed back merchant issues and feedback to the platform
Requirements
- Strong written and verbal communication skills in English
- Problem-solving capabilities
- Ability to adapt quickly to new processes and procedures
- Experience with API troubleshooting
- Experience with Postman
- Knowledge of internet technologies
- Knowledge of HTML, JavaScript, and scripting
- Networking skills are an asset
- Ability to work independently with minimal supervision
- Ability to handle ambiguity and uncertainty
- Ability to make informed decisions under pressure
- Ability to prioritize requests based on urgency and necessity
Benefits
- Compensated time off for planned weekend and holiday coverage
- Additional pay for planned weekend and holiday coverage