Technical Support Engineer

Summary

Join Sezzle's dynamic team as a Technical Support Engineer, providing escalated technical support for shoppers, merchants, and other teams. You will troubleshoot technical issues, organize information and updates, and work closely with the Sr. Manager and team on prioritization and follow-up. This critical role involves identifying and communicating bugs and issues, providing updates to stakeholders, and ensuring KPIs are met. You will act as a technical product expert, advising agents and handling difficult situations. You will also work on minor tools and feature requests to improve efficiency and the customer experience, and maintain accurate and up-to-date product documentation.

Requirements

• 2+ years of experience directly working in technical support
• Some Coding experience or exposure (SQL proficiency preferred)
• Experience working with multiple departments to resolve issues and complete tasks

Responsibilities

• Work to ensure KPI’s are being met/reported of escalations of the CMX department
• Act as a Technical product expert, advising through messaging and meetings when agents may require assistance and understanding
• Act as an escalation point as needed for difficult situations, empowering and equipping team through coaching on how to best handle in the future
• Ensure bugs or issues are identified through common escalations, organizing relevant information to provide to relevant stakeholders
• Evaluate the escalations of the CMX department to either determine the validity of escalation, effectively manage/prioritize feature requests, or properly respond to requests/issues that cannot or should not be worked upon
• Work on minor tools or feature requests to increase the efficiency of support agents or better the customer experience
• Help to ensure documentation of our core product relating to technical support is accurate, useful, and up to date

Preferred Qualifications

• Bachelor’s degree in a technical discipline
• Experience with FinTech industry or payment processing systems
• Basic SQL expertise
• Excel Expertise
• High computer proficiency
• Javascript and Web development experience
• Jira/Confluence and/or Zendesk experience