Technical Support Engineer

Summary

Join PartnerHero as a Tier 1 Technical Support Engineer and be the first point of contact for customer support requests via email, phone, or chat. You will handle a variety of inquiries, investigate complex issues, and escalate them as needed. This remote, full-time position requires 1-2 years of relevant experience, excellent communication skills, and strong technical troubleshooting abilities. PartnerHero offers competitive compensation, attractive benefits, and opportunities for professional development. The ideal candidate will possess experience with Zendesk, Postman, and various programming languages. The company prioritizes a positive and inclusive work environment.

Requirements

• 1-2 years of relevant work experience in Customer Experience
• Excellent written and spoken English Communication
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• General understanding of programming concepts
• Ability to manage time effectively
• Ability to learn new tech as necessary
• Ability to operate semi-autonomously, sorting your immediate priorities
• Intermediate to advanced technical troubleshooting skills
• Strong technical communication
• Experience handling technical calls, emails and chat
• 1+ year experience using Zendesk, or a similar Support ticketing tool, to manage support ticket flow, customer communication, and issue Resolution
• 1+ year experience working with Postman, or a similar API testing tool, to execute test API calls and troubleshoot API-based customer issues
• 1+ years experience with Ruby/Ruby on Rails
• 1+ years experience with HTML, CSS, and Javascript
• 1+ years of experience with a log monitoring system such as SumoLogic

Responsibilities

• Manage all support inquiries and escalations
• Customer requests card data migration to or from
• Customer requests new receiver integration
• Customer asks for password reset
• Customer asks to add or delete users from the organization
• Standard document request for PCI AOC
• Manage and coordinate communications related to payment method migrations (both internal and external stakeholders)
• General questions and educational questions where answers is found in Documentation or tools and resources
• Creation of SFTP request
• Attend all Meetings: Office Hours, In the Thick of it with Terril, Friday Spelunking, Support Engineering Retro, and Support Svcs Team Meeting
• Due diligence in escalation tickets: Through investigation detailed in the internal notes
• Link to relevant tickets and Slack threads
• Research and troubleshoot basic implementation questions and issues
• Escalate technically complex issues and bug investigations
• Create and maintain documentation to aid in customer education and self-service
• Participate in discovery, monitoring, and communication pre-, during, and post-incident resolution

Benefits

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development