Tier 4 Technical Support Engineer

Description

As a Tier 4 Support Engineer at ChargeAfter, you’ll play a crucial role in troubleshooting complex technical cases in production environments, working closely with development teams, support teams, and external clients. You'll own escalations end-to-end, provide expert consultation, monitor financial applications, and contribute to our knowledge base. This role also involves mentoring support team members and becoming a subject matter expert in ChargeAfter’s financing business, APIs, and integration points.

Responsibilities

• Perform deep investigation and troubleshooting to resolve technical cases identified in production environments
• Provide technical support by owning escalations from the start to the resolution
• Work closely with development teams, support teams, business and external clients
• Provide consultation and analysis services to technical and non-technical staff
• Be responsible for monitoring financial applications in a production environment using technical tools
• Contribute to the ChargeAfter Knowledge Base by identifying common issues and managing the knowledge
• Help coach and mentor other support team members
• Become a subject matter expert in the ChargeAfter financing business flow, Integration points, APIs, and the correlation between them

Work Hours:

• Ability to work Monday to Friday in a shift mode: 8 AM till 3 PM / 4 PM til 12 PM EST
• Ability to provide support during off hours when required

Requirements

• Bachelor’s technology degree from a recognized institution, or equivalent experience
• 5+ years of experience in similar positions
• Background in software development or QA - Must
• Experience with cloud platforms (AWS, Azure, GCP) - Must
• knowledge of databases (MongoDB) and data structures - Must
• Programming skills in one or more languages (e.g., Python, JavaScript, etc.) - An advantage
• Familiarity with REST API structure - An advantage
• Experience in technical troubleshooting, debugging tools, logs, and monitoring systems (e.g. Grafana, Prometheus, Elastic) - Must
• Ability to work independently under pressure in a fast-paced environment
• Mother tang or advanced level of English, with both written and spoken communication skills
• Strong leadership and collaboration skills

You are:

• Self-motivated with a strong work ethic who’s passionate about clients
• Strong sense of ownership and “can-do” approach
• Interest in financial markets, Fintech technology in multiple channels (eComm, Instore, and so on)
• Able to work independently and with others, as part of an international team

ChargeAfter provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, or disability status.

NYC Posting: In accordance with New York City Local Law 32, the expected salary for this role is between $100,000-$130,000. This role may be eligible for additional compensation in the form of bonuses and/or stock options. All offers to candidates will be based on a variety of factors, including but not limited to a candidate’s individual experience, skill set, background and other business and organizational needs.