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Senior Technical Support Engineer

2 months ago

Provo, Utah, United States TokenEx Full time

About TokenEx

At TokenEx, our goal is to enhance and secure payment processes for businesses worldwide. We are developing a comprehensive platform that streamlines payment transactions while safeguarding sensitive payment information. For businesses that recognize the strategic importance of payment solutions, TokenEx offers a robust platform that excels in tokenization and transaction management. Unlike traditional point solutions, TokenEx provides a holistic approach to tokenization, card lifecycle management, and intelligent routing through any payment service provider, granting businesses unparalleled control over their revenue streams and a competitive advantage in the global market.

We value our employees as our greatest asset, and our organizational culture is shaped by core values that align with our mission and strategic objectives.

Position Overview

We are in search of a seasoned L3 Technical Support Engineer to become a vital member of our innovative team. In this capacity, you will significantly contribute to enhancing our customer relationships as a proactive and self-motivated professional. You will work closely with our Level 1 and Level 2 support teams, as well as with product development and infrastructure teams, to ensure swift resolutions to intricate technical challenges while maintaining our dedication to customer satisfaction. Furthermore, you will serve as a customer advocate across TokenEx.

Position Responsibilities

  • Deliver expert-level technical assistance to our clients through various communication channels.
  • Identify and resolve complex technical issues related to our offerings.
  • Serve as an escalation point for unresolved matters from Level 1 and Level 2 support teams, ensuring timely resolutions and effective communication with clients.
  • Collaborate with cross-functional teams, including product management, software development, and infrastructure engineering, to tackle technical obstacles and enhance product stability and performance.
  • Create and maintain technical documentation, knowledge base entries, and support procedures to improve efficiency and consistency in service delivery.
  • Participate in an on-call rotation to provide 24/7 support as needed, ensuring urgent issues are addressed promptly.
  • Analyze support case trends and customer feedback to identify recurring problems and opportunities for product enhancement.
  • Guide and mentor junior support engineers, promoting their professional development within the team.

Position Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or a related discipline (or equivalent experience) preferred.
  • A minimum of 5 years of experience in a technical support role, with at least 2 years in a Level 3 support capacity, ideally within a SaaS environment.
  • Exceptional analytical and problem-solving abilities, with a knack for prioritizing tasks and managing time effectively in a dynamic setting.
  • Excellent verbal and written communication skills, with a customer-centric approach and the ability to engage professionally with clients at all levels.
  • Capability to work independently and collaboratively within a team, demonstrating leadership qualities and initiative.
  • Experience in troubleshooting or developing web front ends (e.g., HTML, JS, CSS, etc.), along with familiarity with ASP.Net and SQL Server.
  • General understanding of basic networking concepts and modern networking devices (e.g., firewalls, load balancers, proxy and reverse-proxy servers) operating on virtualized infrastructure.
  • Experience with network trace troubleshooting (e.g., diagnosing a firewall packet capture in WireShark to identify a TLS failure).