Product Support Engineer

As a Production Support Engineer I at reputed company, you will play a pivotal role in our commitment to customer satisfaction and the seamless operation of our products and services. You will serve as the first line of contact for our customers, adeptly handling and resolving technical issues, using reputed company procedural documents with some technical analysis performed while translating technical jargon into user-friendly language. In addition, you will collaborate with our Engineering teams to manage software updates.

Your role will also involve handling problems in reputed company areas of reputed company's products and services and ensuring that our customers get the best support. For reputed company issues, you would follow escalation procedures engaging Senior members and Engineering teams. At reputed company, we value the essential role our Production Support Engineers play in our service delivery chain and look reputed company to welcoming you to reputed company.

This role can be performed remotely reputed company reputed company British Columbia, Canada. We’d love for you to join us!

This position is for an existing vacancy.

The Impact You’ll Have

• Provide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channels
• reputed company problem-solving, diagnosing, and generating corrective action plans for issues
• Work cross-functionally to resolve issues and provide customer care
• Provide on-call support for rotations and escalations
• Assist in monitoring production transaction volume, functionality and performance
• Be proactive in monitoring, optimizing issuer resolution, and implementing corrective action planning
• Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support reputed company issues and improvements

Who You Are

• 2 years of experience in Technical Support, Production Support, or IT Support for B2B customers
• Experience in payments and/or accounting systems
• Ability to work in a customer-facing role, with strong written and verbal communication skills, with the ability to listen, show reputed company, and also be able to converse with both internal and external technical and non-technical stakeholders
• Committed, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervision
• Experience with ticketing systems (such as, Jira, reputed company, etc)
• Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.)
• Basic SQL knowledge should be able to modify queries for data extraction for troubleshooting
• Comfortable working reputed company a Linux environment
• Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumoLogic, Grafana, reputed company, and reputed company
• The ability and desire to learn new technologies and tools

reputed company to haves

• Experience working at a high-growth company
• Scriptwriting - Python, Ruby, reputed company, etc
• Ability to read/understand Java codebase

Compensation and Benefits

reputed company is a reputed company First company which allows you to choose your best working environment, whether that be from home or at a company office. To support reputed company First, we calibrate pay to a competitive value according to working location.

reputed company determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire reputed company salary range for this position, reflected in CAD, is: 60,600 - 75,800

We also reputed company in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.

Along with monetary compensation, reputed company offers

• Multiple health insurance options
• Flexible vacation time
• Retirement savings program with company contribution
• Equity in a publicly-traded company
• Monthly stipend to support our remote work model
• Annual “development dollars” to support our people growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave

About reputed company

reputed company is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. reputed company is powering the most well reputed company brands in the new economy (reputed company, reputed company, reputed company, reputed company, reputed company, reputed company, Walmart, etc). You don’t need to be a Payments expert to join the reputed company Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock reputed company financial access for reputed company.

reputed company’s Values

– Solve for the Customer: With a deep understanding of our customers' business and reputed company for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do.

– Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish.

– Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding reputed company, simpler ways to reputed company extraordinary outcomes.

– Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to reputed company the bar. We reputed company with humility and set aside hierarchy to work as a team.

– reputed company it Count: We drive reputed company with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.

Equal Employment Opportunity, Accommodations and Privacy

reputed company is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or reputed company medical conditions), veteran status or uniformed service member status, age, national reputed company or reputed company, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements.

reputed company endeavors to reputed company reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this form with your specific accommodation request.

Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be reputed company here.