Role Details
Type of Support: Emails
Contract Duration: Permanent Role
Training Schedule: Monday - Friday 8:00 am - 5:00 pm EST | Sunday / Monday off
Work Schedule: Thursday - Monday 1:00 am - 10:00 am HN time - Graveyard Shift. Days off can change depending on business needs
Work Type and Location: Hybrid, San Pedro Sula, or Tegucigalpa
Expected Start Date: June 6, 2024
About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.
 

The Role
As a Technical Support Engineer, you will handle complex tickets and escalations from the Tier 1 team. You will handle inquiries via email. You have a passion for problem-solving and attention to detail and will take part in investigations and collaborate with the Engineering, Customer Success, and other teams to resolve complex cases.
 

What You’ll Do:

• Manage all support inquiries and escalations
  • Customer requests support of new card type or additional BIN ranges for existing card type
  • Customer requests support of new currency
  • Customer requests support of new request or response field in a gateway integration.
  • Customer requests details about incidents
  • Customer requests information about a gateway integration (request endpoints, field mapping)
  • Customer requests other miscellaneous improvement to partners product
• Tickets that require (but not limited to):
  Requires investigating code in Active Merchant/Core
  • Requires looking up a transcript in the CDE (no transcript, and message reads “An unexpected error occurred”)
  • Security-related concern
  • Requires accessing the Seglan Dashboard to diagnose a 3DS authentication issue
  • Requires verifying undocumented product behavior
• Tier 1 Escalations and escalations from other teams
• Attend all meetings: Office Hours, In the Thick of it with Terril, Friday Spelunking, Support Engineering Retro, and Support Svcs Team Meeting
   

What We Expect From You:

• Excellent written and spoken English Communication
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• 1-2 years of relevant work experience in Customer Experience
• General understanding of programming concepts
• Ability to manage time effectively 
• Ability to learn new tech as necessary
• Ability to operate semi-autonomously, sorting your own immediate priorities
• Intermediate to advanced technical troubleshooting skills
• Strong technical communication
• Experience handling technical calls, emails and chat 
• 1+ year experience using Zendesk, or similar Support ticketing tool, to manage support ticket flow, customer communication, and issue
• 1+ year experience working with Postman, or 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, Javascript
• 1+ years of experience with a log monitoring system such as SumoLogic
   

What You’ll Get In Return:

• Flexible working arrangements (US Only)
• Hybrid working arrangements (all other countries)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits (US only)
• 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
   

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].