Technical Support SpecialistSensePass Ltd. • New York, New York, United States
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Technical Support Specialist
SensePass Ltd.
- New York, New York, United States
- New York, New York, United States
À propos
based in the United States. In this role, you will be the primary technical point of contact for our global merchants. You won’t just be answering questions; you will be “diving under the hood” to troubleshoot complex integrations, analyze logs, and ensure our payment modules are running flawlessly. As a bridge between our clients and our engineering teams, you will play a critical role in translating business needs into technical solutions.
Key Responsibilities
Customer Advocacy & Relationship Management: Provide high-level technical support via Zoom, email, Slack, and phone, acting as the professional face of the company for our merchants.
Cross-Team Orchestration: Serve as the vital link between our customers’ needs and our internal technical teams, ensuring smooth communication and effective problem resolution.
Deep-Dive Troubleshooting: Investigate technical issues by analyzing product logic, querying AWS
for logs, and monitoring system performance to identify root causes.
System Analysis & Solution Design: Understand complex system processes to analyze problems and provide creative technical solutions that align with the product’s architecture.
Process-Driven Execution: Work according to structured methodologies and internal protocols to ensure consistency, high-quality documentation, and scalable support.
Independent Task & Ticket Management: Take full ownership of your workflow using Jira , demonstrating exceptional organizational skills and the ability to prioritize tasks independently during US business hours.
Technical Onboarding: Help merchants navigate our specific modules and ensure their platform is correctly integrated with the SensePass gateway.
Requirements
Technical Problem-Solver: Proven experience in technical support, QA, or a similar role where you’ve had to understand complex software architecture.
Jira Proficiency: Hands-on experience managing tickets, workflows, and documentation within Jira (or similar project management tools).
Highly Organized & Methodical: A natural ability to work in an organized manner, following structured processes and maintaining meticulous records of technical issues.
Analytical Mindset: Ability to read logs, understand API flows, and translate “tech-speak” into clear, actionable instructions for business owners.
Interpersonal & Communication Skills: A “people person” who excels at managing both client expectations and internal technical discussions.
Cloud Proficiency: Experience with AWS
(specifically for log retrieval and monitoring) is a significant advantage.
Autonomy: A proven track record of managing tasks independently in a remote environment while maintaining tight communication loops with a global team.
Location: Must be based in the United States
(working US business hours).
Advantages (Nice to Have)
ERP Familiarity: Previous experience or familiarity with Oracle NetSuite
or Microsoft Dynamics 365 (D365) .
FinTech Expertise: Strong understanding of the payment ecosystem
(gateways, processors, card-present vs. CNP, etc.).
Note We are looking for someone who doesn’t just “fix bugs” but seeks to understand the “why” behind every process to improve the overall merchant experience.
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Compétences linguistiques
- English
Avis aux utilisateurs
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