Associate Technical Support Engineer
Skills
- Proficiency with ticketing platforms (HelpScout, Zendesk preferred)
- Basic web technologies: HTML, CSS, JavaScript
- Experience with SQL and observability tools (Splunk, Looker)
- Clear written and verbal English communication for technical and non-technical audiences
- Strong troubleshooting, prioritization and pattern-identification skills
- Ability to work remote and maintain reliable home-office setup
- Comfort making occasional outbound phone calls to customers
Responsibilities
- Respond to merchant inquiries using a live-chat-first approach and follow up via email or phone as needed
- Troubleshoot technical issues and reproduce problems to identify root causes
- Triage, escalate and report bugs to engineering with clear context and steps to reproduce
- Contribute to and maintain support documentation and internal best practices
- Monitor trends and proactively report potential incidents or patterns
- Collaborate with the support team in a swarm model to meet SLAs and team goals
- Work PST shift schedule (8am–5pm PST) and participate in a 24/7 support rota as required
Education
- High school diploma or equivalent required
- College degree preferred but not required if equivalent experience
- Relevant technical or customer-support certifications a plus
Benefits
- Medical, dental and vision plans
- Retirement plan with employer contribution
- Flexible Time Off and paid parental leave
- Monthly remote life and merchant stipends
- Competitive pay-for-performance compensation philosophy
Average salary estimate
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