Sr. Client Technical Support Agent
Employee Applicant Privacy Notice
Who we are:
Welcoming, collaborative and having the opportunity to make an impact - is how our employees describe working here. Galileo is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. Galileo leads its industry with superior fraud detection, security, decision-making analytics and regulatory compliance functionality combined with customized, responsive and flexible programs to accelerate the success of all payments companies and solve tomorrow's payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. Learn more about us and why we work here at https://www.galileo-ft.com/working-at-galileo.
What we are looking for:
Galileo Financial Technologies is seeking the best of the best to be part of a team responsible for providing B2B technical support to our business partners, clients, banks, and external contact centers that do business with Galileo.
A Tier 2 Client Technical Support Specialist will be responsible for B2B interaction with our partner Program Managers, technical contacts, and operations resources to manage their technical issues, and to perform advanced diagnostics/troubleshooting, escalations, resolution, etc.
Majority of client cases will be received via a support portal and email.
Key Responsibilities
- Perform advanced technical diagnostic and troubleshooting of client issues from start to finish. Requires knowledge and review of system configurations, software functionality, log data analysis, API calls/response analysis, etc.
- Work with Engineering and Operations teams on reviewing software issues.
- Develop expertise in platform services and configurations.
- Interact with clients to provide updates, request additional information, validate resolution, etc.
- Participate as a backup coverage resource for other areas of the team, and participate in on-call rotations as required.
- Collaborate with and assist team members to resolve issues, including job shadowing with new hires, to provide the best support possible for business partners.
Qualifications
- Minimum 4 years in a B2B SaaS advanced Technical Support role.
- Experience in resolving complex technical issues involving deep log analysis, API calls/response inspection, etc.
- Experience in working with Engineering and Operations on implementing support and diagnostic tools.
- Experience in using log analysis tools such as Splunk.
- A technically oriented mind, good judgement, and problem solving is required. On our team, you will examine technical platform documentation, writing from engineers, developers, clients, and review detailed log data to solve problems and provide answers for clients to help them accomplish their technical and business goals.
- Good communication is essential to this job. You will respond to inbound emails, tickets, and work with our business partners on the phone when required. Verbal and written communication is central to what we do.
- Organizational skills are very important. You will need to effectively balance and manage taking work from multiple inbound sources, collect and report information from our systems and clients, and be able to keep track of ongoing client issues.
- Ability to adapt to a variable work environment. No two days are exactly the same, and there are a wide variety of tasks and workflow items to handle, you must be able to adapt to team needs. You must have a drive to learn new things in an evolving technology and software environment.
Why you’ll love working here:
- Competitive salary packages and bonuses
- Comprehensive medical, dental, vision and life insurance benefits
- Generous vacation and holidays
- Paid parental leave for eligible employees
- 401(k) and education on retirement planning
- Tuition reimbursement on approved programs
- Monthly contribution up to $200 to help you pay off your student loans
- Great health & well-being benefits including: telehealth parental support, subsidized gym program
- Fully stocked kitchen (snacks and drinks)
Galileo Financial Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.