Technical Support Specialist

1 month ago


Santa Clara, California, United States PayNearMe Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at PayNearMe. As a Technical Support Specialist, you will be responsible for providing technical consulting and support to our customers, serving as a trusted advisor to improve their experience.

Key Responsibilities:

  • Provide technical consulting and support to customers, serving as a trusted advisor to improve their experience.
  • Drive support queue, manage handoffs, escalation/ incident management, and contribute to the team knowledge base.
  • Use Zendesk as the primary support channel, with frequent use of email, phone, chat, and virtual meetings.
  • Apply a consultative approach to understand client needs and provide data-driven solutions to optimize performance and satisfaction.
  • Collaborate closely with internal stakeholders and external partners to minimize disruption, resolving technical and business issues proactively.
  • Participate in periodic on-call duties and rare after-hours escalations for assigned clients, providing trusted support during critical situations.
  • Leverage AI and data reporting tools to streamline problem-solving, enhance customer insights, and drive efficient resolutions.
About You
  • You have Technical Support Engineer or Senior Analyst level experience with a strong focus on consultative service and trusted advisory practices.
  • You have demonstrated technical aptitude with software platforms, web/mobile applications, data and API interfaces, and emerging AI tools.
  • You have strong analytical problem-solving skills, with attention to detail and a focus on proactive customer support and incident management.
  • You have exceptional verbal, written, and presentation skills with an emphasis on consultative communication and customer advocacy.
  • You have the ability to advocate for clients within PayNearMe while providing expert guidance on product usage, configuration, and incident prevention.
What We Offer
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A fast-paced and professional work culture.
  • Stock options with standard startup vesting.
  • $50 monthly communication expense stipend.
  • $250 stipend to enhance your WFH setup.
  • Reimbursement for peripheral equipment.
  • Premium medical benefits.
  • Company-sponsored life and disability insurance.
  • Paid parental bonding leave.
  • Paid sick leave, jury duty, and bereavement.
  • 401k plan.
  • Flexible Time Off.
  • Volunteer Time Off.
  • 13 scheduled holidays.
  • Quarterly in-person team meet-ups.


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