• Carry out the implementation of our systems with clients, ensuring installation, configuration and testing processes are executed and that the contracted modules are successfully operationalized. • Provide initial and refresher training on the use of our systems to clients, taking responsibility for the end-to-end process. • Test implementation modules and the features offered by each version before they are released and deployed. • Manage implementation-related documentation, ensuring that all agreements, reports and other documents are validated and signed, thereby confirming service delivery. • Provide technical support, from basic to advanced levels, to Inovadora's clients via phone, email, chat or corporate WhatsApp, identifying issues and assisting in their resolution. • Create service tickets for support interactions, recording client requests in detail as well as system defects and issues, and routing those that require assistance from other areas for resolution. • Monitor open tickets, ensuring clients receive timely updates on their requests within agreed timeframes. • Provide technical support to Inovadora's partner resellers, addressing questions about system implementation and usage. • Conduct client visits to closely monitor their interaction with and satisfaction regarding our solutions.

Role Description We're looking for a Technical Support Engineer to join our global Support team. In this role, you'll be the first point of contact for technical support requests, helping customers resolve complex issues while ensuring the reliability of the IXOPAY platform. - Own customer support cases from initial triage through resolution across web, email, and phone channels. - Serve as the Designated Support Engineer (DSE) for strategic customers, providing timely and proactive technical support. - Troubleshoot and resolve technical issues by reproducing bugs, analyzing logs, and investigating complex application behaviour. - Monitor platform health and respond proactively to system alerts and operational issues. - Meet support SLAs by providing timely, accurate, and professional customer communication. - Partner with Product, Engineering, Operations, and Customer Success teams to resolve issues and improve the customer experience. - Escalate complex issues with clear diagnostic information and thorough documentation. - Create and maintain knowledge base articles to improve team efficiency and customer self-service. - Participate in a bi-monthly on-call rotation to support critical after-hours incidents. - Manage multiple priorities while maintaining a high standard of customer service. Qualifications - 3+ years of experience in a technical support, application support, or software support role. - Experience supporting SaaS applications in a customer-facing environment. - Strong troubleshooting, debugging, and problem-solving skills. - Working knowledge of APIs, JSON, networking fundamentals, and log analysis. - Experience using SQL or similar reporting/query tools to investigate technical issues. - Excellent written and verbal communication skills in English. - Ability to quickly learn complex technical systems while managing multiple priorities. Requirements - A degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience. - Experience working with enterprise ticketing and web-based support platforms. - Experience supporting payment, FinTech, or other mission-critical software platforms. Benefits - Competitive salary and benefits - Professional growth and development opportunities - A collaborative, supportive team culture - Medical, Dental, and Vision Insurance - Flexible Spending Account (FSA) and Health Savings Account (HSA) - Employer-paid Life, AD&D, Short-Term Disability, and Long-Term Disability Insurance - Unlimited Paid Time Off and Paid Holidays - 401(k) Plan with Employer Match

• Lead and coordinate technical implementations and escalations across customer environments and internal teams • Own and optimize system integrations across Windows and Linux environments • Troubleshoot multi-layered issues spanning systems, networks, browsers, and interfaces — ensuring timely resolution and clear communication • Drive infrastructure scaling initiatives (e.g., user growth, environment migrations, performance optimization) • Ensure thorough technical documentation, handoffs, and post-incident reviews to strengthen team knowledge and prevent recurrence • Identify recurring technical challenges and proactively collaborate with Product and Engineering on long-term solutions

• Build, configure, and maintain outbound campaigns in Five9 (Preview, Power, Progressive). • Monitor campaign KPIs daily, flagging performance issues and driving fixes. • Troubleshoot dialer, routing, and agent setup issues in real time. • Execute and maintain branded caller ID, call masking, and spam mitigation (via 448 Connect, OutboundIQ, Numeracle). • Lead client review meetings – prepared, professional, and followed up with actions. • Ensure client delivery stays within contracted hours and margins. • Take ownership of client success, Creating effective strategies and solutions to increase client performance, lead and manage projects to completion and create measurable improvements in client metrics. • Advise proactively on connect rate strategy, pacing logic, and lead management. • Run daily internal project reviews to track progress, ownership, and accountability. • Document configurations, flows, and processes for knowledge sharing. • Support auxiliary systems (Retriever, OutboundANI, Salesforce, RingCentral). • Test and QA new campaigns or configurations before deployment. • Act as primary contact for assigned clients, building trust and solving problems before they escalate.