Technical Support Engineer

Role Details
Type of Support: Omnichannel (Email, chat, phone)
Position type and schedule: Full-time. To be determined
Training Schedule: To be determined
Work type and Location: Hybrid, Cubao or Taguig
Expected start date: ASAP

About The Role

Tier 1 Technical Support Engineer is the first line of support for customer support requests. As a Tier 1 Support Engineer, you will answer customer requests via email, phone, or chat with the resources that are readily available to answer educational and general questions. You will also be responsible for investigating and documenting findings in complex tickets that are escalated to the Tier 2 queue. You have a passion for problem-solving and attention to detail.

You’ll Be...

• Manage all support inquiries and escalations
  • Customer requests card data migration to or from 
  • 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 is found in Documentation or tools and resources 
• Creation of SFTP request
• Attend all Meetings: Office Hours, In the Thick of it with Terril, Friday Spelunking, Support Engineering Retro, and Support Svcs 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 You Bring To The Table

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

What We Provide

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Full-time with the potential for overtime if requested 
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• 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
   

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity. 

Read more about our Core Values and story here.