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

Requirements:

• 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.

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.
• 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

• 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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CALIFORNIA CONSUMER PRIVACY ACT: APPLICANT NOTICE

Effective Date: January 1, 2020

Last Reviewed on: December 23, 2019

PayNearMe, Inc. (the “Company”) is providing you with this Notice (“Notice”) to inform you about:

1. the categories of Personal Information that the Company collects and maintains about applicants; and
2. the purposes for which the Company uses that Personal Information.

For purposes of this Notice, “Personal Information” means information that identifies, relates to, describes, is capable of being associated with, or could reasonably be linked, directly or indirectly with, a natural person that the Company may collect in connection with screening applicants for job openings at the Company.

1. Identifiers and Professional or Employment-Related Information. The Company collects identifiers and professional or employment-related information, which may include some or all the following: real name, nickname or alias, postal address, telephone number, e-mail address, membership in professional organizations, professional certifications, language skills, and current and past employment history. The Company collects this Personal Information to evaluate previous job performance and consider applicants for positions, to develop a talent pool and plan for succession, to conduct applicant surveys, to maintain an internal applicant directory and for purposes of identification, to promote the Company as a place to work, and for workforce reporting and data analytics/trend analysis.
2. Personal Information Categories from Cal. Civ. Code § 1798.80(e). The Company may collect categories of Personal Information listed in Cal. Civ. Code §1798.80(e), other than those already listed above, (a) to the extent necessary to comply with the Company’s legal obligations, such as to accommodate disabilities; (b) to conduct a direct threat analysis in accordance with the Americans with Disabilities Act and state law; (c) for occupational health and safety compliance and record-keeping; and (d) to respond to an applicant’s medical emergency.
3. Characteristics of Protected Classifications Under California or Federal Law. The Company may collect information about race, age, national origin, disability, sex, and veteran status as necessary to comply with legal obligations, including the reporting requirements of the federal Equal Employment Opportunity Act, the federal Office of Contracting Compliance Programs (applicable to government contractors), and California’s Fair Employment and Housing Act. The Company collects this Personal Information for purposes including: to comply with Federal and California law related to accommodation. The Company also collects this category of Personal Information on a purely voluntary basis, except where required by law, and uses the information only in compliance with applicable laws and regulations.
4. Education Information. The Company collects education information such as resumes and graduation records. The Company collects this Personal Information to determine suitability for roles, to determine eligibility for training courses, and to assist with professional licensing.
5. Profile Data. The Company may collect profile data, including the following: psychological assessments, behavior analyses, or other profiling of its applicants. The Company collects this Personal Information to determine aptitude for certain positions and job assignments as well.
6. Background Screening Information. In the event that an applicant is given a formal job offer, the Company collects background screening information prior to hiring, including results of the following types of background screening: criminal history; sex offender registration; motor vehicle records; credit history; employment history; drug testing; and educational history. The Company collects this Personal Information to screen for risks to the Company and its clients, and continued suitability for their jobs and to evaluate applicants for promotions.

Assistance for Disabled Applicants

Alternative formats of this Notice are available to individuals with a disability. Please let us know if you need assistance.

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