Payment Gateway Platform - Technical Support Engineer

Role Details

Type of Support: Omnichannel (Email, chat, phone)

Contract Duration: Temporary

Position type and schedule: Full-time. To be determined

Training Schedule: To be determined

Work type and Location: Hybrid in Honduras, San Pedro Sula or Tegucigalpa

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...

Managing 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

Creating SFTP request

Attending all Meetings: Office Hours, In the Thick of it with Terril, Friday Spelunking, Support Engineering Retro, and Support Svcs Team Meeting.

Working on escalation tickets:

Through investigation detailed in the internal notes

Link to relevant tickets and Slack threads

Researching and troubleshooting basic implementation questions and issues

Escalating technically complex issues and bug investigations

Creating and maintaining documentation to aid in customer education and self-service

Participating 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.