About the job

The Customer Support Engineer works directly with customers in identifying and resolving basic customer issues and needs.

What you’ll do

• Respond to customer inquiries and issues through Zendesk
• Investigate, troubleshoot and diagnose technical issues with the product
• Contribute to Support team projects and initiative

What you’ll need

• What you’ve learned:
• Undergraduate degree in a technical or business-related field, or equivalent experience
• Your background includes:
• 2+ years of providing hands-on customer-facing technical support
• Experience in a SaaS and/or Fintech environment preferred

• Your skills include:
• Excellent written and verbal communication skills in English.  Depending on the geographic location and business needs, may also require proficiency in the official language of the country or province
• Ability to work in a fast-paced environment, managing multiple priorities with detail and accuracy
• Strong problem-identification and problem-solving skills
• Experience working with ticketing systems (e.g., Zendesk) and/or CRM systems (e.g., Salesforce)
• Experience with payment systems preferred
• Experience with reading and understanding HTML and other code is helpful

Unique aspects of this role

• Travel: No overnight travel anticipated.
• Schedule:
• Normal workweek within geographic location. Shifts from 8:00 am - 5:00 pm (PST)
• May require flexibility to coordinate schedules across time zones with internal teams and external customers and contacts.
• Physical aspects:
• Position is a hybrid in-office/remote role with Mondays, Tuesdays and Thursdays required in-office days. For Wednesdays and Fridays, being in-office is optional.
• Prolonged sitting and/or standing at workstation.
• Prolonged computer and/or telephone usage.
• Ability to hear, understand and distinguish speech and other sounds.
• Visual acuity at close ranges.

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