Software Support Engineer

Role Details 
Type of Support: Email, chat, phone
Contract Type: Full-time
Training Schedule: Monday - Friday, 8:00 am - 5:00 pm | Weekends off
Work Schedule: Shift 1 Monday - Friday 6:00 am - 3:00 pm PT / Shift 2 Wednesday - Sunday 9:00 am - 6:00 pm PT
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Start Date: Dec 19, 2024

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
We are seeking a Technical Support Engineer to play a key role supporting one of our partners. In this role, you will provide exceptional level 1 technical support to customers. You are the first line of support, troubleshooting and resolving a wide range of software related issues.

What You’ll Do:

• Responding to queries on the phone, via email, or Slack chat, leveraging Zendesk.
• Offering technical assistance on questions/issues related to the software/platform.
• Maintain jovial relationships with the different clients that utilize our platform.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve any system issues presented by the companies that use our platform.
• Track detailed system issues throughout the client’s logs and system to identify any errors they may present within agreed time limits.
• Ask clients targeted questions to quickly understand the root cause of the issue.
• Talk clients through a series of actions or steps via email or Zoom until they’ve solved their technical issue with confidence.
• Prioritize and manage several open issues at one time.
• Resolving customer inquiries and concerns in a timely and professional manner.
• Assist the first, second, and third levels of support with the escalations reported by our clients and consumers. 
• Documenting all customer interactions and maintaining accurate records.
• Collaborating with other groups to escalate complex issues and ensure swift resolution.
• Technical payment support to various business clients, such as accounting, compliance, agents, IT admins, developers, partners, and consumer escalations.
• Perform troubleshooting and repairs, resolving user access and data integrity issues.
• Follow up with clients to ensure their system is working correctly after troubleshooting.
• Create and maintain FAQ knowledge base articles, macros, and relevant team training documents.
• Audit and review the knowledge base regularly to ensure accurate, relevant, and 
• Audit and review the knowledge base regularly to ensure accurate, relevant, and up-to-date information and make necessary updates or improvements.
• Identify support trends and implement measures to enhance support processes and customer experience. 
• Gather client feedback to improve service. Share best practices, documentation, and open feature requests.
• Demonstrate proficiency in applications such as Google Docs, Zendesk, Slack, Zoom, and limited Jira.

What We Expect From You:

• Fluent in English & Spanish.
• Excellent customer service, critical thinking, and written and verbal communication in English. 
• 2+ years of relevant technical support experience involving business customers.
• Basic understanding of cloud-based business systems (SaaS) and integration methods such as API or bulk file processing.
• Technical aptitude and experience with software platforms, web/mobile applications, data/API interfaces, etc.
• Experience navigating system tools, logs, and reports to isolate a problem and work toward resolution or escalation.
• Log analysis, including API exchanges, and parameter identification in XML or JSON.
• Zendesk Suite usage and administration: Support, Guide, Explore, etc.
• Familiarity with payment systems, such as Debit, Credit, Apple Pay, Google Pay, PayPal, Venmo, Square, Cash App, ACH, and related networks and processors.
• Knowledge of US banking processes or accounting concepts such as disbursements, settlement, reconciliation, payment files, NACHA, chargebacks, disputes, etc.
• Advanced data analysis using AI systems, Looker, or DataDog.

What You’ll Get In Return:

• Hybrid working arrangements
• 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
• 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].