Technical Support Engineer - Tier 2

NYC / Remote

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.