A Support Engineer I is responsible for ensuring our merchants, ISV Partners, and internal stakeholders receive timely, complete, and thorough resolution to tier 2, tier 3, and otherwise technical support matters.  In your role, you’ll work alongside a group of engineers and technical specialists to research and create solutions for often complex and impactful issues affecting customers and Partners alike.  Your team will work directly with internal stakeholders and, on occasion, our ISV Partners, to better understand, diagnose, and remedy technical challenges.

Key Responsibilities & Objectives

• Maintain and develop a deep working knowledge of all current features, capabilities, and technical product offerings within our systems, ensuring effective application and support
• Resolve escalated technical tasks and issues, and provide timely, effective support to clients integrating with our payments APIs, while adhering to strict tier 2 and tier 3 SLAs for response times, resolution times, and overall quality of work. 
• Escalate incident level issues to appropriate stakeholders.
• Take ownership of complex issues, guiding them through to resolution, and ensuring the best possible outcome for customers
• Act as a key liaison with Product and Engineering, bringing voice-of-customer insights to inform and influence roadmap planning
• Provide feedback on documentation to improve clarity and usefulness for clients

• 1+ years of related experience and/or training, or equivalent combination of education and experience
• Background in payments or FinTech
• 1+ years of experience working with and/or supporting API-based solutions
• 1+ years of experience working with and writing custom advanced database queries
• Proven track record of on-time project delivery within aggressive and fluid deadlines
• Ability to navigate cross-departmentally within Stax
• Passion for clear, thorough, and well-organized documentation
• Excellent verbal and written communication skills
• Strong analytical skills with the ability to produce strong results
• Able to work independently and be a self-starter

Preferred Qualifications

• Ability to write and/or understand code in a variety of coding languages (Javascript, React, Node.js, MySQL) 
• Experience in working with complex technical partners and ISVs
• Familiarity with DevOps practices, particularly within AWS environments, and experience using monitoring tools like Datadog and Cloudflare
• Familiarity with RESTful API design principles
• Possess in-depth knowledge of encryption and security protocols related to financial transactions, with a strong focus on implementing security best practices in payment system integrations
• Experience in incident management, with the ability to support response efforts, assess root causes, and contribute to the implementation of corrective actions