Technical Support Engineer

Summary

Join AffiniPay, a leading fintech company in Austin, Texas, as a Technical Support Engineer. You will be responsible for triaging product-related issues, troubleshooting and resolving customer problems, and collaborating with engineering and product teams to improve customer experience. This role requires a Bachelor's degree in Computer Science or equivalent, experience as a Technical Support Engineer, strong problem-solving skills, familiarity with the payment industry, and experience with SQL, cURL, HTML, CSS, REST APIs, and debugging customer issues. AffiniPay offers a comprehensive benefits package including fully covered medical, dental, and vision insurance, flexible paid time off, 401K with company match, competitive compensation with bonuses and equity options, health wellness programs, parental leave, professional development opportunities, and a vibrant in-office experience.

Requirements

• Bachelor's Degree in Computer Science or equivalent
• Experience as a Technical Support Engineer role or Tier 2 Support
• Strong problem-solving and decision-making ability
• Familiarity with the payment industry, including best practices, solutions, and technologies
• Experience creating and forming relationships with customers
• Experience with SQL
• Experience with cURL
• Experience with HTML and CSS
• Experience supporting REST APIs
• Experience with debugging customer issues including log analysis
• Experience diving in and understanding complex systems

Responsibilities

• Triage product-related questions and issues from support and internal teams
• Troubleshoot, diagnose, and resolve issues escalated to engineering
• Dig into our products tenaciously to figure out the root cause of problems
• Act as subject matter expert for our products
• Log tickets for engineering when a defect is discovered
• Collaborate with engineering and product teams to suggest improvements to make our customers successful

Benefits

• All employees receive fully covered medical, dental and vision coverage - Choose from our 2 available health plans based on what fits you and/or your family!
• Have some fur babies? - We offer them insurance too!
• RELAX and enjoy your time away with our flexible paid time off policy!
• We will help you plan for your future - 401K, or RRSP if in Canada, with a company match
• Competitive compensation packages that include mid-year and end-of-year bonuses and equity options for all full-time employees
• Health Wellness Program that includes nutrition consultations, mental health apps, and access to discounted memberships
• Have plans to grow your family? - Parental resources, including 16 weeks of paid time off for primary caregivers
• Professional development opportunities including mentorships, leadership programs and our AffiniPayU courses
• We believe it is important to give back with our Matching Gift Program and organized activities focused on donations, volunteerism and supporting the local communities throughout the country
• D&I initiatives provide educational opportunities regarding multicultural issues, tolerance, and celebrating diversity among our entire staff
• An incredible, in-office experience at our headquarters in Austin and San Diego including free lunch delivery, a fully stocked kitchen, and some “sweet” surprises for those afternoon pick-me-ups