Support Engineer

Summary

Join Prelim's growing team as a Support Engineer and help banks globally utilize our digital account opening platform. You will be the primary point of contact for technical assistance, diagnosing and resolving issues, collaborating with engineering teams, and building strong client relationships. This role involves creating support resources, identifying recurring problems, and improving support metrics. You will contribute actionable insights from customer usage to product roadmaps. The position requires strong technical skills and excellent communication abilities, thriving in a fast-paced remote environment.

Requirements

• Comfort engaging with external stakeholders, understanding their needs, and guiding them to solutions
• Familiarity with REST & SOAP integrations
• Experience with backend languages such as Node.js, Python, or Ruby
• Understanding of databases (e.g., PostgreSQL) for investigating or querying data
• Ability to dissect technical issues, analyze logs, and propose effective resolutions
• Capable of translating technical concepts for both engineering teams and non-technical stakeholders
• Adaptable, eager to learn, and ready to have an outsized impact in a rapidly evolving remote environment

Responsibilities

• Serve as the first point of contact for Prelim customers seeking technical assistance
• Diagnose and resolve issues related to product configuration, integrations, and performance
• Collaborate with engineering teams to escalate and fix complex bugs or product gaps
• Build strong relationships with clients, acting as their voice within Prelim to ensure their needs are met
• Provide feedback to product teams on recurring customer pain points and feature requests
• Assist customers in setting up and optimizing Prelim’s platform for their specific use cases
• Create and maintain best-practice guides, tutorials, and FAQs to help customers self-serve
• Identify recurring issues and work with cross-functional teams to implement long-term solutions
• Monitor support metrics (e.g., response times, resolution rates) and help improve them through process enhancements
• Develop knowledge base articles, training videos, and other resources to empower customers and internal teams
• Host training sessions or demos to showcase new features and best practices
• Synthesize support trends and propose new processes or tools that streamline troubleshooting and reduce resolution times
• Contribute to product roadmaps with actionable insights drawn from real-world customer usage

Benefits

• $100,000 - $120,000 a year
• Remote work