The Support Engineer will diagnose and resolve IT issues, collaborate with teams, maintain system performance, and assist customers with technical support while adhering to best practices.
Who We Are
The world is moving towards instant digital payments and TabaPay is leading the way. We help thousands of Fintechs in the US and Canada instantly move money in and out of accounts and we are actively expanding into other countries. Our customers represent the hottest verticals in the financial service industry such as neobanks, challenger brokers, gaming and wallets. TabaPay is a highly profitable rocketship that processes billions of dollars each year. To learn more visit www.tabapay.com.
What You’ll Do
- Utilize critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve
- Work directly with the lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers
- Respond promptly to IT support requests, troubleshoot technical issues, and provide resolutions in a timely and professional manner. In the world of instant payments, things move fast must have an urgency mindset.
- Troubleshoot software, software configuration.
- Work with Technical Operations to develop and implement IT policies, procedures, and best practices.
- Work with team to help improve/enhance production procedures.
- Monitor and manage system performance, security, and data integrity to ensure smooth operations.
- Stay up to date with emerging technologies, industry trends, and best practices in IT support and helpdesk services.
- Collaborate with vendors and external service providers to resolve technical issues and implement system upgrades.
- Conduct regular system audits to identify areas for improvement and recommend solutions to enhance system performance and security.
- Be flexible to support after hours and weekend support calls if and when needed.
Qualifications
- Bachelor's/Master's degree in Information Technology, Computer Science, or a related field.
- Proven experience with at least 3-5 year in IT support or helpdesk role, preferably in a fast-paced startup environment.
- Able to maintain and track Jira board
- Experience in shell scripting, SQL, python (should be able to read code and get a general idea)
- Technical knowledge of computer hardware, software, operating systems (Windows, macOS).
- Proficient in troubleshooting and resolving complex IT issues.
- Ability to effectively communicate technical concepts to non-technical users.
- Ability to follow procedures/ predefined steps with no deviation.
- Demonstrated ability to work independently, prioritize tasks, and manage multiple assignments simultaneously.
- Strong problem-solving and analytical skills, with a keen attention to detail. If something goes wrong, ask for help.
- Ability to work a flexible schedule, some weekend and night work might be needed. Availability and flexibility are key.
- Mandatory in-office everyday (initially)
- Motivated to make customers happy
The pay range for this position is $95,000 for base pay; however, base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to a full range of medical, financial, and/or other benefits as listed below, dependent on the position offered.
This position is hybrid in Palo Alto, CA.
Benefits
TabaPay offers the following benefits:
- 100% employer-paid health care insurance including medical, dental, vision, and life insurance (for employee only)
- Employer 401K Matching
- Generous and Flexible PTO
EEO Employer: TabaPay is an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other protected classification.
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