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Technical Support Engineer
Location
Philippines
Posted
4 days ago
Salary
0
Seniority
Senior
Job Description
Technical Support Engineer
Full Scale
• Provide exceptional technical support and service directly to customers using the payment processing platform. • Investigate, troubleshoot, and resolve customer issues related to payment transactions, failures, refunds, chargebacks, and billing discrepancies, ensuring clear and thorough documentation of all findings. • Maintain detailed internal records of all customer interactions, cases, and resolutions using ticketing software. • Build and maintain strong working relationships with both customers and internal stakeholders to ensure effective issue resolution and customer satisfaction. • Escalate unresolved or complex payment-related issues to appropriate internal teams with complete and well-structured technical documentation. • Identify recurring payment system issues and escalate trends to product and engineering teams to support long-term fixes and system improvements. • Collaborate closely with internal departments such as Engineering, Product, and Operations to ensure seamless customer support and issue resolution. • Demonstrate deep knowledge of the payment processing platform, including transaction flows, APIs, and system behavior. • Act as a subject matter expert in payment support, contributing to internal knowledge base articles, troubleshooting guides, and customer-facing documentation. • Consistently meet or exceed defined service level agreements (SLAs), including response and resolution time targets. • Identify and implement opportunities to improve support efficiency, workflow optimization, and overall customer experience. • Mentor and support new team members by providing guidance on payment troubleshooting, support processes, and product knowledge.
Job Requirements
- Strong interpersonal skills and a proactive, self-starting attitude.
- Excellent written and verbal communication abilities.
- Experience with technical skills including HTML, CSS, and JavaScript.
- Customer-centric approach with a focus on anticipating needs and concerns.
- Effective time management and prioritization of tasks and deadlines.
- Commitment to continuous improvement through training and personal development.
- Degree in relevant technologies (Preferred) or comparable experience.
- Ability to thrive 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
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