PaymentWorks is hiring a Technical Support Engineer for our Operations group. This person will play a critical role on a multidisciplinary team whose primary responsibility is to investigate and research critical inquiries to ensure the best experience for our users. This person will leverage all available internal tools to assist operational teams with answering user inquiries and troubleshooting. They will be responsible for creating and prioritizing an organized queue of incoming requests from internal stakeholders and will work to continually learn from user experience and behavior patterns to leverage this knowledge for product optimization and service improvements. The Technical Support Engineer will serve as the primary liaison between the Operations groups and the Engineering team.

The ideal candidate is reliable, detail oriented, conscientious, and technically adept. You are a self-motivated, top-notch communicator, excellent listener, natural problem solver, and a great multi-tasker who can work in a fast paced, dynamic environment. We encourage and reward initiative, drive, creative thinking, and ownership of process and procedure implementation. We offer a challenging environment where the pace of everyone’s career growth is driven by the level of their commitment and contribution to the business.

If you are passionate about technical support, solving unique problems, and want to contribute to the overall success of our customers, platform and company, this position will be an ideal fit for you.

In this position you will:

• Triage, research, and manage incoming requests from internal teams by leveraging all available resources and tools.
• As able, provide solutions or workarounds while establishing root cause and long-term solutions.
• Escalate to development by logging tickets if additional support is required to resolve the request.
• Document common issues and standard research methods and resolutions to support platform enhancements.
• Maintain a high level of accountability and professionalism to internal and external stakeholders while striving to exceed service level standards.
• Maintain a working understanding of the PaymentWorks products, staying current with system information, process/policy changes and relevant updates.
• Demonstrate flexibility in being able to handle interruptions well, prioritize work appropriately, and transition between tasks with ease.

About you:

• Strong problem-solving, troubleshooting, and debugging skills as well as exceptional communication abilities, and the ability to work in a team environment.
• Fundamental understanding of SQL, SFTP, Atlassian suite, Kibana, SSH Authentication, PGP Encryption, XML database structure, and software applications.
• Ability to own and drive root cause analysis.
• General understanding of Accounts Payable, ERPs, and ACH payment processing preferred.
• A college degree in Computer Science (or related fields), Information Technology (or related fields), or equivalent experience is preferred.
• 5+ years of professional work experience supporting complex customer-facing applications and working with customers and internal stakeholders in a technical environment.
• Prior experience using a CRM platform, like Salesforce, HubSpot, etc.
• An independently minded and motivated self-starter with exceptional attention to detail and organizational skills.
• An innate interest in contributing to the overall improvement of work processes- when you see how something could be done better, you do something about it.

Location

• Company is based in Boston, MA
• Open to remote, seeking candidates in AZ, CA, CO, CT, FL, GA, IL, IN, KS, KY, ME, MA, MT, NH, NJ, NY, NC, OH, PA, RI, SC, SD, TX, VT, VA, WA.

Why work here?

• We have a proven market need.
• We have hockey stick growth expectations.
• Our product stops payments fraud (yes, you will regularly stop bad guys!)
• We are small and nimble and we move fast. New ideas, new problems to solve, and new customers happen every day.
• We respect that you have a life outside of work (i.e., we have options for flexible work schedules and we have great benefits including unlimited PTO)
• Every employee has an impact – no one here is a cog in a machine.

Applicants must pass a background check prior to being officially accepted for employment.

At PaymentWorks, we base our employment decisions entirely on business needs, job requirements, and qualifications-we do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcomed.

About PaymentWorks

The PaymentWorks digital supplier onboarding platform automates complex payee-management processes for every payer to eliminate the risk of business payments fraud, reduce cost and ensure regulatory compliance.

To apply for this position, send an email to: careers@paymentworks.com