Technical Support Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver outstanding technical assistance and service directly to customers utilizing the payment processing platform.

• Analyze, troubleshoot, and resolve customer concerns regarding payment transactions, failures, refunds, chargebacks, and billing discrepancies, ensuring comprehensive and clear documentation of all findings.

• Keep meticulous internal records of all customer interactions, cases, and resolutions using ticketing software.

• Foster and maintain strong working relationships with both customers and internal stakeholders to guarantee effective issue resolution and customer satisfaction.

• Refer unresolved or intricate payment-related issues to the appropriate internal teams, accompanied by complete and well-organized technical documentation.

• Recognize recurring payment system problems and relay trends to product and engineering teams to aid in long-term solutions and system enhancements.

• Collaborate closely with internal departments such as Engineering, Product, and Operations to ensure smooth customer support and issue resolution.

• Exhibit extensive knowledge of the payment processing platform, including transaction flows, APIs, and system behavior.

• Serve as a subject matter expert in payment support, contributing to internal knowledge base articles, troubleshooting guides, and customer-facing documentation.

• Regularly meet or surpass established service level agreements (SLAs), including response and resolution time targets.

• Identify and execute opportunities to enhance support efficiency, optimize workflows, and improve the overall customer experience.

• Mentor and assist new team members by providing guidance on payment troubleshooting, support procedures, and product knowledge.

⛳️ Requirements

• Strong interpersonal abilities and a proactive, self-motivated attitude.

• Excellent written and verbal communication skills.

• Proficiency in technical skills such as HTML, CSS, and JavaScript.

• Customer-focused approach with an emphasis on anticipating needs and concerns.

• Effective time management skills and the ability to prioritize tasks and deadlines.

• Dedication to continuous improvement through training and personal development.

• Degree in relevant technologies (Preferred) or equivalent experience.

• Capability to excel in ambiguous situations.

🏝️ Benefits

• Fully remote – work from anywhere in the Philippines

• Collaborative, high-performing engineering and support culture

• Benefits provided from Day 1, including health and statutory coverage