Technical Support Engineer - Remote - Weekend Shift

Company Description

PayNearMe develops award-winning technology to facilitate the end-to-end customer payment experience, making it easy for businesses to manage and accept payments. The company enables more ways to pay by offering all major payment types and channels in a single platform. PayNearMe is the technology company that’s changing how payments are made.

We are a diverse and collaborative company that loves to delight its customers (clients, consumers, etc.) with simple, useful and practical product/service offerings. PayNearMe has over 200 employees, closed a $45M Series D round in June 2023, and is processing over $1B in payments monthly. We’re headquartered in Silicon Valley with our employees distributed all across the US. Help us reimagine payments!

We're expanding our support capabilities with a new Technical Support Engineer position. This role is crucial for enhancing our 7x24 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:

• Weekend coverage, including Saturdays and Sundays.
• Example primary schedule: Daytime office hours, such as 8-5pm PT -Wednesday through Sunday with openness to alternative schedules based on availability and operational needs.
• Option for schedule modifications in the future as the team expands

Job Description

• Provide product support, focusing on enhancing customer experience through effective troubleshooting, including basic 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 Zendesk ticket system with email as primary support channel, with responsibilities extending to phone handoffs, meetings, and potential chat support.
• 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 support, addressing critical issues as they arise.

Qualifications

• 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.

Applicable Experience (Helpful but not required)

• 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.
• 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.
• Financial / banking processes such as settlement, reconciliation, payment files, NACHA, chargebacks, disputes, etc.
• 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:
  • Technical Support Analyst or Support Engineer
  • 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

Additional Information

Benefits

• 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
• $