Technical Support Engineer - Remote at PayNearMe

Santa Clara, California, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Payments, iGaming, Property ManagementIndustries

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
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

Skills

Key technologies and capabilities for this role

troubleshootingportal usageAPIweb servicesbulk data processingreportingcustomer supporton-call rotation

Questions & Answers

Common questions about this position

Is this Technical Support Engineer position remote?

Yes, this is a fully remote position.

What is the salary or compensation for this role?

This information is not specified in the job description.

What skills and experience are required for this position?

Candidates need 3+ years in technical product support or equivalent education, a strong service ethic, and technical proficiency with software platforms, web/mobile applications, and data/API interfaces.

What is the work schedule and on-call requirement?

The primary schedule is Monday-Friday 8:00 AM-5:00 PM PST, with participation in a rotating 24/7 week-long on-call coverage schedule.

What makes a strong candidate for this Technical Support Engineer role?

A strong candidate has 3+ years of technical product support experience, technical proficiency in software platforms, APIs, and applications, plus a strong service ethic and commitment to excellence.

PayNearMe

Flexible payments platform for diverse transactions

About PayNearMe

PayNearMe provides a payments platform that allows customers to pay in various ways, including cards, ACH transactions, cash, and mobile payment methods like PayPal and Venmo. The platform is designed to enhance the payment experience for both customers and businesses, making it easy for clients such as consumer lenders and online gaming companies to collect payments. PayNearMe stands out by offering a secure cash payment service at over 60,000 retail locations, which simplifies the payment process for users who prefer cash. Additionally, the platform utilizes artificial intelligence to personalize customer experiences and improve bill pay. The company's goal is to create a seamless and user-friendly payment experience while generating revenue through fees charged to businesses for processing payments.

Santa Clara, CaliforniaHeadquarters

2009Year Founded

$156.1MTotal Funding

SERIES_DCompany Stage

Fintech, AI & Machine LearningIndustries

201-500Employees

Benefits

Professional Development Budget

Risks

Emerging fintech startups could erode PayNearMe's market share with similar solutions.

Regulatory scrutiny may increase compliance costs for PayNearMe.

Partnership with Trustly exposes PayNearMe to open banking data privacy risks.

Differentiation

PayNearMe offers a wide range of payment options, including cash and digital wallets.

The platform integrates AI to enhance personalized customer experiences and improve payment solutions.

Partnerships with companies like Trustly and PayPal expand PayNearMe's payment capabilities.

Upsides

The rise of BNPL services presents an opportunity to expand PayNearMe's payment options.

Increasing mobile wallet usage allows PayNearMe to enhance its mobile-first payment methods.

Open banking regulations in the US offer new integration opportunities for PayNearMe.

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