Technical Support Engineer - Tier 2

Who are we:‍

Balance is creating the payment infrastructure that will allow for seamless online b2b trade, globally. With the first tailored 1-click checkout fully dedicated for b2b merchants and marketplaces, Balance allows vendors to offer their buyers flexibility in payment and terms, wrapped with an awesome, quick & easy checkout experience.

This is a unique opportunity. With the support of the best investors in the industry, you'll have the responsibility and resources to take a significant part in the creation of a paradigm-changing product that can impact millions.

Key Responsibilities

• Master all Balance product offerings with expert level understanding of the API.
• Take ownership of customer issues reported and proactively see issues through to resolution. 
• Research, diagnose, and troubleshoot issues using SQL, Logs, Postman and back office tools.
• Provide prompt and accurate feedback to customers.
• Maintain records and ensure all issues are logged, documented, and categorized properly 
• Prioritize and manage several issues simultaneously
• Collaborate with R&D, Customer Success, and Sales for a better customer communication and experience.
• Create and maintain knowledge-base articles, How to guides and FAQs for internal and external purposes.
  

Requirements

• At least 2 years of experience in advanced technical support (Tier 2), preferably in a SaaS company.
• Proven experience in SQL queries and working with HTTP and API requests.
• Ability to work hours aligning with the US. 
• Personable, with strong written communication and presentation skills.
• Experience with Zendesk.
• Demonstrated ability to build relationships and be a team player. 
• Passionate, driven with a track record of providing stellar customer support.
• Degree in Technology, Computer Science, or Information Systems - An advantage.
• Code reading and writing skills - An advantage.