Job Description

We're expanding our support capabilities with a new Technical Support Engineer position. This role is crucial for enhancing our 24x7 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

• Participation in a rotating 24/7 week-long on-call coverage schedule
• Primary schedule example: Monday - Friday 8:00 AM - 5:00 PM PST

Responsibilities

• Provide product support, focusing on enhancing customer experience through effective troubleshooting, including 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 the Zendesk ticketing system as the primary support platform, managing incoming requests primarily via email and extending support through phone handoffs, meetings, and occasional chat interactions. Handle a moderate volume of approximately 500 tickets per month, ranging from simple alerts to complex escalations
• 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 incidents, 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
• Ability to perform under pressure while managing a high volume of tickets, incidents, and complex projects, maintaining focus on quality and timely resolution

Preferred Qualifications

• 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
• Financial / banking processes such as settlement, reconciliation, payment files, NACHA, chargebacks, disputes, etc
• 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
• 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

Location: Flexible/Remote (within the US)

Great compensation package plus extensive benefits, including:

• 100% Remote (must be in US)
• 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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