Senior Customer Support Engineer

Location: Remote – east coast US hours preferred

Work Shift Hours: 5am-2pm Pacific Time with one-week 24/7 on call per month

Overview

Seeking an experienced Senior Partner Support Engineer to join our team. This role will provide

exceptional technical support to our embedded partners, manage service requests and projects,

troubleshoot API and integration issues, and triage high priority incidents within SLA. The position is part of the Partner Engineering Support team within the Platform (Partners) Engineering team.

Responsibilities

• This role requires working directly with VIP integration partners via multiple communication modes (support queue, phone, meetings, scorecards, status pages, and in app) and act as liaison between partners, end user support, and engineering teams.
• You will participate in the team on-call rotation to provide incident coverage after-hours and weekends as needed, usually one week per month.
• You will work closely with engineering to manage special projects and technical changes with partners.
• You will also support API developers building their own software integrations with our platform.
• Our team seeks to improve client satisfaction by practicing, developing, and implementing company service standards.
• To ensure success as a Senior Partner Support Engineer, you should have in-depth knowledge of engineering processes, experience in technical integrations between platforms, practiced at debugging API issues and development, a passion for support, ability to manage projects across teams and companies, and high-level communications skills.
• You will master a deep knowledge about the company's products and processes and how these map to our partner implementations, and advocate for partner and API needs to provide additional solutions as our platform grows.
• Ultimately, a top-notch Partner Support Engineer drives partner success and retention by ensuring they have a smooth experience integrating with our platform and a responsive and capable point of contact when urgent technical issues arise.

Qualifications

• Bachelor’s degree in Computer Science or Software Engineering or equivalent work experience
• 5+ years of relevant experience supporting customers or partners at the highest level in a complex software or SaaS environment. This experience should include actively consulting with customers on critical and urgent issues and driving successful outcomes.
• Experience with coding/debugging at least 2 languages such as Java, JavaScript (web platform and Node.js), Kotlin, Swift, C#, or Python
• Experience with APIs, SSO, MDM, and web service protocol development
• Experience with JSON, XML, and other information interchange formats and structures
• Experience with REST API development
• Strong troubleshooting, analytical and critical thinking skills with strong attention to detail and ability to represent them in writing to multiple audience levels.
• Ability to balance multiple high pressure partner needs while focusing on resolving complex technical issues
• Experience with managing high priority incidents under SLA time constraints
• Proven ability to drive bug fixes from debug to partner delivery via engineering teams and agile process
• Capability to manage special projects and coordinate multiple teams across different companies to achieve those goals
• Experience in creating, implementing and adhering to new processes and procedures in a technical organization
• Ability to work cross-functionally and streamline teamwork between Engineering, Customer Success, Partner Managers, Product, and Sales
• Nice to have: previous experience in FinTech
• Nice to have: Familiarity with Accounting principles and corresponding software and sync, i.e. Intacct, QuickBooks Online, NetSuite, Xero

Pay Rate: $54.16/hour