Support Engineer - Guadalajara, México - Paystand

Paystand

Empresa verificada

Guadalajara, México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Paystand
Nestled in the beautiful Santa Cruz mountains, just south of Silicon Valley is where we started.

Then stepped into unique and historic Guadalajara, the Mexican Silicon Valley; and Salt Lake City, with the dramatic backdrops of the mountains of Utah.

With brand new offices in strategic South San Francisco & twin cities' leading tech hub Minneapolis, Paystand's momentum has been recognized with its third-year in a row inclusion on the Inc.

5000 list of fastest-growing companies & the recent acquisition of Yaydoo.

Our mission is to unlock capital efficiency for enterprise businesses through our transformative "Payments as a Service" platform.

Our smart billing and payment network uses revolutionary internet, blockchain, and FinTech services to digitize receivables, automate processing, reduce time-to-cash, lower transaction costs, and produce new revenue for our clients.

Paystand is venture-backed, having been consistently recognized as one of the top innovators in FinTech, and fastest growing companies in the world.

Role

Support Engineering responsibilities include helping the front-line Support team answer technical questions about our products, writing and using database queries to shed light on issues our customers are facing, and testing our products to identify bugs and configuration problems.

You will work closely with the cross-functional teams to understand our customer's needs and will work with the Product and Engineering teams on viable solutions.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science or Software Engineering.

If you're naturally a helper, enjoy assisting people with technical software-related issues, and are able to explain technical details simply, we'd like to meet you.

Ultimately, you will be a person that our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

Record, track, and document the problemsolving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Properly escalate unresolved issues to appropriate internal teams. (e.g. software developers)
Provide prompt and accurate feedback to customers via the CS and Solutions teams.
Test fixes and performs postresolution followups to ensure problems have been adequately resolved.
Document technical knowledge in the form of technical guides and internal help documentation.
Create or implement tools such as internal software to automate key processes.
Suggest product improvements, such as features that customers want or identify missing functionality.
Analyze results, make recommendations for support process improvement, and implement changes.
Evaluate documented resolutions and analyze trends for ways to prevent future problem recurrence.

Must Have Requirements

College diploma or university degree in the field of computer science, information systems, and/or 3 to 7 years of equivalent work experience.
English language proficiency
Proven experience with troubleshooting principles, methodologies, and issueresolution techniques.
Strong SQL experience writing queries, joins, etc.
Experience with building and maintaining databases for query and problem tracking.
Very good understanding and has worked with clientside technologies such as, JavaScript, HTML/ CSS, Python, JSON, XML, or RESTful APIs.
Able to develop and interpret technical documentation for training and enduser procedures.
Adapt to new ERP integrations/ some level of integration experience with APIs, web calls, or microservices.
Ability to effectively prioritize and execute tasks in a highpressure environment.
Ability to present ideas in businessfriendly and userfriendly language.
Very strong customer service orientation.
Excellent written, oral, interpersonal, and presentational skills.
Experience working in a teamoriented, collaborative environment.

Highly Desired Experience

NetSuite, Sage Intacct, or Microsoft Dynamics support, administration and/ or development
Good understanding of the organization's goals and objectives.
Ability to absorb new ideas and concepts quickly.
Good analytical and problemsolving abilities.

This is NOT a remote position.
All roles are on-site only.
Only English resumes will be considered.
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No external recruiters please_