Merchant Technical Support Analyst

August 27

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Paramount Commerce

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Simplified bank account-based payments for igaming and sports betting

FinTech • Payments • Online Banking Payments • Verification • Risk Management

51 - 200

Description

• Act as the primary point of contact and resolution owner for complex technical inquiries from merchants, providing timely and effective assistance. • Effectively troubleshoot and diagnose issues encountered by merchants, utilising deep technical troubleshooting abilities, including log analysis, to identify root causes. • Utilise the Salesforce system provided to track, manage, and escalate issues, ensuring adherence to SLA for issue resolution. • Collaborate cross-functionally with Platform, Product, and Engineering teams to analyse potential bugs and devise solutions, ensuring swift resolution of critical product issues. • Continuously improve processes and streamline workflows to enhance efficiency and effectiveness in supporting merchants. • Work with the team to address individual as well as team backlog, prioritising tasks effectively to meet business objectives. • Build, analyse, and maintain SQL queries to troubleshoot and resolve issues, demonstrating proficiency in SQL and application support. • Develop and execute test scripts using API guides for specific tests, ensuring thorough testing of product functionalities. • Familiarity with Datadog logging and setting up alerts, dashboards, etc., to monitor system performance and address issues proactively.

Requirements

• Bachelor's Degree or Diploma in Computer Science or Computer Engineering field. • 3-4 years of relevant experience working directly in a Technical Support role. • Exceptional customer service and verbal/written communication skills. • Ability to manage multiple tasks with high attention to detail and accuracy within specified timeframes. • 2-3 years of experience in SQL and application support, with proficiency in understanding and writing SQL queries. • Experience with system monitoring tools, ticketing platforms (e.g., ZenDesk, Salesforce), and AWS and Datadog. • Willingness to work rotating shifts including weekends. • Prior experience working with Teleport and Postgres database. • Familiarity with Rest APIs, Atom, Postman, Linear, Notion, etc.