Technical Support Engineer - Remote - Weekend Shift

Company Description

PayNearMe develops award-winning technology to facilitate the end-to-end customer payment experience, making it easy for businesses to manage and accept payments. The company enables more ways to pay by offering all major payment types and channels in a single platform. PayNearMe is the technology company that’s changing how payments are made.

We are a diverse and collaborative company that loves to delight its customers (clients, consumers, etc.) with simple, useful and practical product/service offerings. PayNearMe has over 200 employees, closed a $45M Series D round in June 2023, and is processing over $1B in payments monthly. We’re headquartered in Silicon Valley with our employees distributed all across the US. Help us reimagine payments!

We're expanding our support capabilities with a new Technical Support Engineer position. This role is crucial for enhancing our 7x24 support in partnership with our outsourced team and on-call rotation. As part of the Customer Success organization, this role helps manage both the product and customer experience through quality support efforts.

Schedule Requirements:

• Weekend coverage, including Saturdays and Sundays.
• Example primary schedule: Daytime office hours, such as 8-5pm PT -Wednesday through Sunday with openness to alternative schedules based on availability and operational needs.
• Option for schedule modifications in the future as the team expands

Job Description

• Provide product support, focusing on enhancing customer experience through effective troubleshooting, including basic portal usage, API, web services, bulk data processing, and reporting.
• Efficiently manage the support queue, including handling escalations, identifying defects, suggesting enhancements, and enriching the knowledge base.
• Utilize Zendesk ticket system with email as primary support channel, with responsibilities extending to phone handoffs, meetings, and potential chat support.
• Collaborate with internal stakeholders and external partners across Account Management, Client Services, Product Engineering, SysOps, Finance, Compliance, and Legal to resolve issues with minimal customer disruption.
• Participate in an on-call rotation for after-hours support, addressing critical issues as they arise.

Qualifications

• 3+ years in technical product support or equivalent education, with a strong service ethic and a commitment to excellence.
• Technical proficiency with software platforms, web/mobile applications, and data/API interfaces, paired with excellent analytical and problem-solving skills.
• Exceptional communication, organizational, and teamwork skills, capable of managing incident escalations and working closely with both internal and outsourced support teams.
• A customer-first attitude, able to empathize and advocate for users, with the agility to navigate a fast-paced, dynamic environment.

Applicable Experience (Helpful but not required)

• Past experience in the online gaming industry is a plus. (Sports Betting, Casino/Poker, Fantasy Sports Horse Racing)
• Familiarity with cloud based (SaaS) business systems or Independent Software Vendors (ISV)
• Basic understanding of HTML, XML, JSON, Javascript, and APIs at a technical level or SFTP / batch systems.
• Support systems (especially Zendesk usage or administration), business processes, training, and knowledge content administration.
• Debit, Credit, Apple Pay, Google Pay, Paypal, Venmo, Square Cash app, disbursements, ACH, and related networks and processors.
• Cash at retail POS, back-end payment systems, and gift card networks.
• Financial / banking processes such as settlement, reconciliation, payment files, NACHA, chargebacks, disputes, etc.
• Product / project management, reporting, and data analytics.
• Compliance concepts such as: BSA, AML, OFAC, and UDAAP.
• Any applicable Support contributor or leadership roles such as:
  • Technical Support Analyst or Support Engineer
  • Customer Success Specialist 
  • Team Lead, Technical Support
  • Technical Account Manager
  • Support Engineer
  • API Support Specialist
  • Data Analysis Support Engineer
  • Technical Operations Specialist
  • Support Data Analyst
  • Implementation Manager
  • Systems Operations Specialist
  • Network Operations Center (NOC) Analyst
  • Professional Services Consultant
  • IT Support or Systems Administrator

Additional Information

Benefits

• Base salary per year (paid semi-monthly)
• Fast- paced and professional work culture
• Stock options with standard startup vesting - 1 year cliff; 4 years total
• $50 monthly communication expense stipend to go towards your phone/internet bill
• $250 stipend to enhance your WFH setup
• Reimbursement for peripheral equipment: monitor (up to $400), keyboard and mouse (up to $200)
• Premium medical benefits including vision and dental (100% coverage for employees)
• Company-sponsored life and disability insurance
• Paid parental bonding leave
• Paid sick leave, jury duty, bereavement
• 401k plan
• Flexible Time Off (our team members typically take off ~3-4 weeks per year)
• Volunteer Time Off
• 13 scheduled holidays
• 2x / year in-person team meet-ups (2-3 days, company paid)

Salary Range: $90,000 - $110,000

PayNearMe strives to create a workplace where all employees thrive. Our core values represent who we are today and we take pride in the way we work with each other as well as with our stakeholders.

We’re in this together to do the right thing. We deliver real results we are proud of while remaining respectful, transparent, and flexible.

PayNearMe is an equal opportunity employer. We are diligently and thoughtfully working towards cultivating a diverse workforce which in turn, enhances our products and services for the communities we serve. Applicants who represent all backgrounds are strongly encouraged to apply.

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Candidate information will be treated in accordance with our job applicant privacy notice found at: https://home.paynearme.com/ccpa-privacy-notice-jobs-employees/

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All your information will be kept confidential according to EEO guidelines.