Support Engineer - Bilingual English & Spanish

The Ideal Candidate

Are you a skilled problem-solver with a passion for technology and a knack for delivering exceptional client service? Join us as a Support Engineer, where your technical expertise and calm, organized approach will help us ensure Entersekt’s banking authentication and payment solutions consistently exceed client expectations. In this role, you’ll manage technical inquiries, troubleshoot complex issues, and work closely with clients and developers to provide the industry-leading client communications Entersekt is known for. If you’re ready to join a high-performance culture and make a real impact, we want to hear from you! 

The Role

The Support Engineer plays a critical role in delivering an exceptional client experience by providing technical support for our 3D Secure Payment and Banking Authentication products and services. This role primarily focuses on supporting our global client base including our expanded profile across North America and LATAM. A successful Support Engineer excels at analysing and interpreting data to identify trends and patterns, enabling the resolution of client inquiries effectively. The role requires exceptional communication and technical skills and takes accountability for resolving client issues. It requires regular collaboration with various internal departments including Hosting, Account Management, Product Development, Product Management, and others. 

Responsibilities

Client Communication and Ticket Management: 

• Manage inquiries across all service channels (phone and email) for our global client base, ensuring timely responses and end-to-end resolution for clients in accordance with client-defined Service Level Agreements (SLAs).  
• Accurately document incidents, requests, resolutions, and client requirements while providing clear explanations of technical concepts to both technical and non-technical stakeholders.

Technical Escalations and Troubleshooting: 

• Triage complex, technical escalations from clients and internal teams. 
• Use CS documentation, test accounts, and in-depth knowledge of the Entersekt product suite to resolve issues promptly. 
• Investigate and troubleshoot transaction failures and product-related issues through reproduction, user testing, log analysis, and code interpretation. 

 Incident Management: 

• Execute incident management processes, including sending notifications and providing technical troubleshooting during system-wide issues. 
• Act as point of escalation for incidents, leveraging Infrastructure Monitoring tools and systems (for example, Zabbix, Grafana, etc.) to acknowledge and investigate outages. 
• Collaborate with internal teams to document incident causes and corrective actions. 

Knowledge Base and Process Improvement: 

• Contribute to self-help resources by documenting recurring issues, resolutions, and standard procedures. 
• Help drive continuous improvement of our business systems and processes. 

 Ad-Hoc Projects: 

• Participate in team initiatives and ad-hoc projects as needed to support business goals. 

 Cross-Functional Collaboration: 

• Engage with cross-functional stakeholders to coordinate the resolution of technical issues, ensuring seamless communication across teams. 

Skills and Experience

Successful candidates for this role will generally possess the following qualifications and skills:

• A bachelor’s degree or higher education (preferably in Engineering, Computer Science or IT) 
• In lieu of a degree, a High School Diploma/equivalent or Associate’s Degree and 6+ years of B2B support experience in e-commerce payment realm will be considered. 
• 2+ years of relevant work experience in a technical client support or operations role serving SaaS clients. 
• Advanced knowledge of authentication and payment transaction flows a strong plus.  
• Experience in troubleshooting and resolving software issues.  
• Excellent written and verbal communication skills; proficiency in English and Spanish, bonus for Portuguese.  
• Preferred: A basic understanding of how Linux, MySQL, Java, Webservice APIs and AWS Kubernetes, or similar technologies, work from a support perspective (i.e. the ability to query and analyse databases, transaction workflows and logs for troubleshooting purposes) 

Personality Attributes

• Extremely organized, detail-oriented and able to manage time effectively.  
• Demonstrates sense of urgency and timeliness 
• Takes the initiative to research and learn on their own: resourcefulness, motivated, self-starter, willing to learn new programs.  
• Ability to analyse and troubleshoot complex problems, then propose solutions or recommendations (a proven track record will be advantageous) 
• Effective written and verbal communication skills (i.e. the ability to express thoughts clearly, listen carefully and respond appropriately). The applicant must be able to present clear communication to reduce misinterpretation and misunderstanding. 
• Action-oriented and passionate about client service 
• Ability to function well under pressure.