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Technical Support Engineer

MineralTree

Technical Support Engineer

National
Full Time
Paid
  • Responsibilities

    As a Deloitte Technology Fast 500 Winner and voted one of the top companies to work for by Built in Boston in 2022, MineralTree is a disruptive Fintech company enabling over 2,000 companies to improve operational efficiency with Accounts Payable and Payments Automation. With our award-winning solution, companies such as Amazon, Salesforce, Amway, Boston Celtics, Baltimore Ravens, BrightView Health, and the Southern Company have shifted accounts payable from a source of inefficiency and fraud risk to a secure and strategic profit center. 

    MineralTree provides modern, secure, easy-to-use Accounts Payable (AP) and payment automation solutions to organizations that have a painful number of invoices and payments. By uniting technology and passionate people, we make the process of business payments easy, impactful, and profitable. Our solutions combine ease of use with robust capabilities that drive meaningful insights, transforming the back office into a strategic partner of the corner office. Making businesses proud of their back office is our purpose. 

    In October 2021, MineralTree was acquired by Global Payments Inc. (GPN:NYSE). Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success, and we are proud to deliver best-in-class payment technology and software solutions.  Headquartered in Georgia with nearly 24,000 team members worldwide, Global Payments is a Fortune 500® company and a member of the S&P 500 with worldwide reach spanning over 100 countries throughout North America, Europe, Asia Pacific and Latin America. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.   

    MineralTree's headquarters is located in Boston, MA with an office in Bengaluru, India. Our Technical Support Engineer can be based remotely or work from our Boston office.

    As a member of MineralTree's Technical Support team you will assist our customers with troubleshooting and navigating through processes and bugs within MineralTree's Total AP Mid-Market software. If you are passionate about helping customers with their application support needs, then we want to hear from you! This is an exciting opportunity with opportunities for professional growth. 

     YOUR GOALS:

    •  Within six weeks you will be providing assistance by fielding basic support needs from our customers
    • Within ten weeks you will be fully conversant with the MineralTree platform handling a full spectrum of support needs 
    • Within six months you will have the opportunity to take on additional responsibilities and become an expert within one (or more) of many exciting core areas of our product

     

    YOUR RESPONSIBILITIES: 

    • Troubleshoot and resolve technical support issues for MineralTree's customers and bank partners
    • Accurately document cases by describing successful resolution with customer comments and proper categorization of calls
    • Work directly with our customers to provide regular updates regarding outstanding support tickets
    • Escalate unresolved support cases to MineralTree's Engineering team
    • Work collaboratively with team members cross-functionally, such as engineering and customer success, communicating customer feedback
    • Maintain and grow MineralTree's knowledge database to ensure there is a future record of customer issues and “how to” resolve these with step by step instructions

     

    YOUR EXPERIENCE: 

    • Bachelor's Degree or equivalent experience
    • Excellent communication skills with a passion for solving technical problems and delighting customers
    • A willingness and desire to provide assistance to customers in a helpful, patient and respectful manner
    • Ability to quickly learn new technologies and programs
    • SQL experience
    • Prior software support experience required
    • Experience providing support via chat is a plus
    • Knowledge of Linux is a plus
    • Knowledge of Finance practices and/or payments a huge plus!

     

    As a regular full-time MineralTree employee you will enjoy a competitive salary, bonus, and benefits for your peace of mind, such as Blue Cross Blue Shield medical and dental insurance, vision, life, disability and more! You will save for retirement through our 401K and have the opportunity for growth with our tuition reimbursement. We also know that talented people tend to hang together, which is why we provide you with the opportunity to earn significant referral bonuses. With hard work comes the need for time off, so we provide unlimited vacation giving you the opportunity to recharge. These are just a few of the great benefits we offer. We look forward telling you more about all the great benefits and perks here at MineralTree!

    MineralTree is an equal opportunity employer. We support the principle of equality of treatment in employment and are committed to having procedures to determine equal pay for all our employees that do not discriminate and are free from bias.