Technical Support Engineer

Role Details (you will use the Role Details section for billable roles only)
Type of Support: Tickets
Contract Type: Full-time
Training Schedule: Tuesday - Saturday, 9:00 am - 6:00 pm
Work Schedule: Sunday - Thursday, 10:00 am - 7:00 pm (9:00 am - 6:00 pm when Daylight Savings begins)
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Start Date: January 16, 2025

About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role
The Tier 1 Technical Support Engineer serves as the first line of support for customer requests. In this role, you will handle customer support tickets using the resources available to address educational and general questions. Additionally, you will investigate and document findings for complex tickets that require escalation to the Tier 2 queue. You bring a passion for problem-solving and attention to detail.

What You’ll Do:

• Triage inbound emails to the support inboxes.
• Manage all support inquiries and escalations.
• Customer requests card data migration to or from the platform.
• Customer requests new receiver integration.
• Customer asks for password reset.
• Customer asks to add or delete users from the organization.
• Standard document request for PCI AOC.
• Manage and coordinate communications related to payment method migrations (both internal and external stakeholders).
• General questions and educational questions where answers are found in the platform documentation or tools and resources.
• Creation of SFTP request.
• Attend all meetings: Office Hours, In the Thick of it, Friday Spelunking, Support Engineering Retro, and Support Services Team Meeting.
• Due diligence in escalation tickets:
• Through investigation detailed in the internal notes.
• Link to relevant tickets and Slack threads.
• Research and troubleshoot basic implementation questions and issues.
• Escalate technically complex issues and bug investigations.
• Create and maintain documentation to aid in customer education and self-service.
• Participate in discovery, monitoring, and communication pre-, during, and post-incident resolution

What We Expect From You:

• 1-2 years of relevant work experience in Customer Experience
• Ability to manage time effectively 
• Ability to learn new tech as necessary
• Ability to operate semi-autonomously, sorting your own immediate priorities
• Intermediate to advanced technical troubleshooting skills
• Strong technical communication
• Experience handling technical calls, emails and chat 
• 1+ year experience using Zendesk, or similar Support ticketing tool, to manage support ticket flow, customer communication, and issue
• Resolution
• 1+ year experience working with Postman, or similar API testing tool, to execute test API calls and troubleshoot API-based customer issues
• 1+ years experience with Ruby/Ruby on Rails
• 1+ years experience with HTML, CSS, Javascript
• 1+ years of experience with a log monitoring system such as SumoLogic
• Excellent written and spoken English Communication
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• General understanding of programming concepts

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].