Job Description

Job Responsibilities:
Become a subject-matter expert in company's payments products and solutions
Assist clients with their integration to company's APIs and systems, including answering product questions, testing and validating integrations, and troubleshooting and solving issues
Assist clients in resolving any post-launch operational questions and issues
Use issue trackers and other tools to catalog, prioritize, and track support requests from inception to resolution
Take ownership over support issues, ensuring they are worked on quickly, are solved correctly, and are handled within expected timeframes
Assist level one support teams in resolving issues
Analyze available data to identify trends and emerging issues, then take ownership to see them through to resolution before becoming bigger problems
Create and maintain department documentation, including onboarding, integration, and troubleshooting procedures
Prepare accurate and timely reports
Handle multiple issues and projects simultaneously, as well as difficult situations, effectively and with composure while maintaining a positive attitude
Maintain professional, jovial relationships with clients
Anticipate client needs and deliver an above-and-beyond level of service to ensure your clients' needs are met at all timesKey Skills:
You have experience as a Technical Support Engineer, Technical Operations Engineer,Technical Account Manager, Customer Success Associate/Manager, or similar role
You have experience working on or with payments products and services or e-commerce systems
You have excellent oral and written communication skills including the ability to communicate effectively with both technical and non-technical audiences
You have hands-on experience with our current technology stack: Linux, Java, SQL, Git, AWS
You have practical experience with REST and JSON and have a good understanding of API architecture You have in depth knowledge of E-Commerce checkout processes, shopping carts and custom made websites
You have a solid foundational understanding of computer systems, the internet, internet security, web applications, APIs, and mobile devices
You can write scripts and use various utilities to make quick work of laborious tasks, for example using shell, Linux utilities, regex, and Python
You can diagnose and troubleshoot technical issues, apply critical thinking, inductive and deductive reasoning, and propose options and solutions to resolve problems
You possess the ability to quickly understand and translate complex product and technical concepts to non-technical and executive audiences through your developed skill set of interfacing with external stakeholders
You can statistically analyze data to identify problems and trends
You can read and understand application logs
You have experience using issue/incident management software such as JIRA, Zendesk, Salesforce, or Service Now
You are independent and thrive in a self-motivated, fast-paced, often ambiguous, and rapidly changing environment
You have a strong bias for action and the ability to juggle multiple priorities
You can create a sense of urgency for day-to-day priorities requiring immediate attention
You can work efficiently with colleagues across time zones and different cross- functional teams
You have a service-oriented attitude and a high degree of customer serviceJob Type: Full-timeSalary: ?354,637.69 - ?714,099.35 per yearSchedule:

• Morning shift

• Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Required)

• Bachelor's (Preferred)

• Technical support: 3 years (Preferred)
• total work: 3 years (Preferred)