Role

The Platform / Application Support Engineer role is a part of the Operations team, overseeing the smooth running of Paystand's software platform. This includes troubleshooting applications and software for internal customers such as the Front-Line Customer Support and Solutions teams, helping them provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and anticipate our customer’s needs with technical solutions. This customer-centric position requires a personable approach and a requirement to interact directly with customers.

Support Engineering responsibilities include helping the front-line Support team answer technical questions about our products, writing and using database queries to shed light on issues our customers are facing, and testing our products to identify bugs and configuration problems. You will work closely with the cross-functional teams to understand our customer’s needs and will work with the Product and Engineering teams on viable solutions.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science or Software Engineering. If you’re naturally a helper, enjoy assisting people with technical software-related issues, and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person that our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Conduct research into and develop effective solutions for software application problems, incidents, or events with the goal of rapid and accurate first-time remediation efforts.
• Develop, implement, and provide proactive discovery activities so that user-impacting events are limited, new applications deployments are successful, and code enhancements are executed with a high degree of success.
• Field incoming problem tickets from the support and implementation teams to resolve application and software issues within servers, databases, and other mission-critical systems.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Properly escalate unresolved issues to appropriate internal teams. (e.g. software developers)
• Provide prompt and accurate feedback to customers via the CS and Solutions teams.
• Test fixes and performs post-resolution follow-ups to ensure problems have been adequately resolved.
• Document technical knowledge in the form of technical guides and internal help documentation.
• Create or implement tools such as internal software to automate key processes.
• Suggest product improvements, such as features that customers want or identify missing functionality.
• Analyze results, make recommendations for support process improvement, and implement changes.
• Evaluate documented resolutions and analyze trends for ways to prevent future problem recurrence.
• Interface with customers for technical resolution via phone calls, video calls or email exchanges.

Must Have Requirements

• College diploma or university degree in the field of computer science, information systems, and/or 3 to 7 years of equivalent work experience.
• English language proficiency
• Proven experience with troubleshooting principles, methodologies, and issue-resolution techniques.
• Strong SQL experience writing queries, joins, etc.
• Experience with building and maintaining databases for query and problem tracking.
• Very good understanding and has worked with client-side technologies such as, JavaScript, HTML/ CSS, Python, JSON, XML, or RESTful APIs.
• Able to develop and interpret technical documentation for training and end-user procedures.
• Adapt to new ERP integrations/ some level of integration experience with APIs, web calls, or microservices.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to present ideas in business-friendly and user-friendly language.
• Very strong customer service orientation.
• Excellent written, oral, interpersonal, and presentational skills.
• Experience working in a team-oriented, collaborative environment.

Highly Desired Experience

• NetSuite, Sage Intacct, or Microsoft Dynamics support, administration and/ or development
• Good understanding of the organization’s goals and objectives.
• Knowledge of trends in technology relating to software applications.
• Ability to absorb new ideas and concepts quickly.
• Good analytical and problem-solving abilities.