Support Engineer

Summary

Join Entersekt as a Support Engineer and leverage your technical expertise to provide exceptional client service for our 3D Secure Payment and Banking Authentication products. You will manage technical inquiries, troubleshoot complex issues, and collaborate with clients and developers. This role requires strong communication and technical skills, along with the ability to analyze data and resolve client issues effectively. You will work closely with various internal departments and contribute to knowledge base improvement. Entersekt offers a high-performance culture, flexible hours, remote work, and growth opportunities. If you are a skilled problem-solver with a passion for technology and a commitment to client satisfaction, we encourage you to apply.

Requirements

• A bachelor’s degree or higher education (preferably in Engineering, Computer Science or IT)
• In lieu of a degree, a High School Diploma/equivalent or Associate’s Degree and 6+ years of B2B support experience in e-commerce payment realm will be considered
• 2+ years of relevant work experience in a technical client support or operations role serving SaaS clients
• Experience in troubleshooting and resolving software issues
• Excellent written and verbal communication skills; proficiency in English and Spanish, bonus for Portuguese

Responsibilities

• Manage inquiries across all service channels (phone and email) for our global client base, ensuring timely responses and end-to-end resolution for clients in accordance with client-defined Service Level Agreements (SLAs)
• Accurately document incidents, requests, resolutions, and client requirements while providing clear explanations of technical concepts to both technical and non-technical stakeholders
• Triage complex, technical escalations from clients and internal teams
• Use CS documentation, test accounts, and in-depth knowledge of the Entersekt product suite to resolve issues promptly
• Investigate and troubleshoot transaction failures and product-related issues through reproduction, user testing, log analysis, and code interpretation
• Execute incident management processes, including sending notifications and providing technical troubleshooting during system-wide issues
• Act as point of escalation for incidents, leveraging Infrastructure Monitoring tools and systems (for example, Zabbix, Grafana, etc.) to acknowledge and investigate outages
• Collaborate with internal teams to document incident causes and corrective actions
• Contribute to self-help resources by documenting recurring issues, resolutions, and standard procedures
• Help drive continuous improvement of our business systems and processes
• Participate in team initiatives and ad-hoc projects as needed to support business goals
• Engage with cross-functional stakeholders to coordinate the resolution of technical issues, ensuring seamless communication across teams

Preferred Qualifications

A basic understanding of how Linux, MySQL, Java, Webservice APIs and AWS Kubernetes, or similar technologies, work from a support perspective (i.e. the ability to query and analyse databases, transaction workflows and logs for troubleshooting purposes)

Benefits

• Flexible hours
• Remote work
• Growth opportunities