Senior Technical Support Engineer

Summary

Join emerchantpay, a leading global payment service provider, as a Senior Technical Support Engineer. This full-time position requires 5+ years of experience in technical support and familiarity with various systems and technologies. You will provide professional technical support to clients and partners, perform technical administration, troubleshoot issues, and participate in product releases. The role demands proficiency in English, excellent communication skills, and the ability to work within a 24/7 support schedule. emerchantpay offers excellent working conditions, professional development opportunities, 25 days of paid holiday, and a fully distributed and remote work environment.

Requirements

• 5+ years in a similar position
• Familiar with HTTP/HTTPS, FTP/SFTP, SSL/TLS, TCP/IP
• Familiar with the client/server model
• Knowledge of HTML, CSS, and JavaScript
• Familiar with MS Office applications (Word, Excel, Outlook, etc.)
• Highly proficient in spoken and written English
• Enthusiastic, hard-working and motivated team player with excellent communication skills

Responsibilities

• Provide professional technical support to clients and partners of the company
• Perform technical administration of various systems such as Payment Gateway, eWallet, CRM, etc
• Support and monitor the system applications
• Create and update merchant client accounts in the system
• Assist clients during the integration period with our systems and support integrations to service providers
• Troubleshoot, report, and resolve issues in a timely manner
• Interact with other teams and clients to resolve issues
• Oversee and participate in the tracking, troubleshooting, and resolution of issues logged internally and by clients
• Participate in the weekly product release and execute tests, analyze results of test runs, and report those results
• Comply with all internal regulations, procedures, and policies as per ISO and PCI DSS standards

Preferred Qualifications

• Previous experience working in tech support for high-availability systems (1st or 2nd level)
• Knowledge of Ajax, XML, PHP, SQL and shopping carts or other eCommerce software
• Willingness to work on shifts

Benefits

• Fast-growing payment company
• Excellent working conditions, casual atmosphere, and state-of-the-art hardware
• Modern, challenging, constantly growing business
• Professional development - books, trainings, certifications, etc
• 25 days paid holiday, 1 day for every 2 years with us
• Fully distributed and remote