Take a step forward and let Edenred surprise you.
Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
Revolutionize B2B Payments with Edenred Pay USA
Join our team and be part of a company that's transforming the way businesses pay and get paid.
At Edenred Pay USA, we're leaders in innovative B2B payment solutions. Our platform streamlines accounts payable processes, eliminating inefficiencies and empowering Accounts Payable (AP) teams to focus on strategic initiatives.
As part of the global Edenred family, we offer a dynamic and inclusive work environment, a commitment to employee well-being and professional growth, and opportunities to drive innovation in the payment industry.
Why Join Us?
- : We offer 100% company-paid medical coverage for employee-only plans, life insurance, AD&D insurance, and long-term and short-term disability.
- : Dental, Vision, Critical Illness, Hospital Indemnity, Flexible Spending Account, and Accident.
- : Take advantage of our 401K plan with a generous employer match.
If you're passionate about innovation and want to make a meaningful impact, join us at Edenred Pay USA.
Job Summary:
Second-tier technical escalation point providing high-quality technical support to resolve customer issues in production and production-like systems. Proficient in cloud-based ticketing systems such as Jira for efficient ticket management. Emphasizes clear communication, technical investigation abilities, and escalation of complex issues. Adherence to SLAs ensures high customer satisfaction. Thoroughly documents knowledge to enhance team efficiency.
The Technical Support Analyst is an advanced technical responder responsible for bridging the gap between front-line support and engineering. By leveraging integrated AI diagnostic agents, log analysis, and codebase visibility, this role focuses on rapid root-cause identification. The goal is to move beyond 'symptom management' to provide engineering-ready insights, ensuring complex issues are diagnosed accurately on the first escalation.
Essential Functions: Duties and Responsibilities
Provide support for our customers to resolve complex issues with extensive knowledge of proprietary production software.
Troubleshoot, identify, and resolve complex technical customer issues with production software.
Use AI agents to cross-reference customer-reported symptoms against internal logs and the codebase to deduce root causes.
Navigate production logs to identify root causes.
Translate complex technical findings from AI tools and code reviews into clear, actionable summaries for the other teams.
Audit and refine Knowledge Base articles and to ensure high accuracy and quicker resolution.
Work alongside AI agents & know when to trust automated suggestions and when to apply skepticism.
Actively participate as a team member and offer ideas and input to support and enhance current processes and programs.
Adherent to department SLAs.
Work collaboratively with the team to ensure customer success.
Perform other duties as assigned.
Required Skills/Abilities:
Strong empathy for customers.
Analytical and process-oriented mindset.
Strong technical aptitude with the ability to understand and remediate API calls, error messages, and other technical aspects.
Excellent verbal and written communication skills, with the ability to convey technical information to non-technical audiences effectively.
Proficient in the use of tools such as MySQL, Excel, JIRA or equivalents.
Education and Experience:
Minimum 3 years of combined experience in customer support or technical support roles, preferably within the Fintech or Financial Services industry.
Bachelor's degree in Business, Computer Science or a related field. Equivalent combination of education and experience will be considered.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times
Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries
May work at computer monitors for prolonged periods with danger of eye strain and muscle pain.
EEO Statement:
The employment policy of Edenred is to provide merit-based equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of membership in any Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation in the application process, contact [email protected].
Apply now and Vibe with Us!
Top Skills
What We Do
Edenred is a leading digital platform for services and payments and the everyday companion for people at work, connecting 60 million users and 2 million partner merchants in 45 countries via close to 1 million corporate clients.
Edenred offers specific-purpose payment solutions for food (such as meal benefits), incentives (such as gift cards, employee engagement platforms), mobility (such as multi-energy, maintenance, toll, parking and commuter solutions) and corporate payments (such as virtual cards).
True to the Group’s purpose, “Enrich connections. For good.”, these solutions enhance users’ well-being and purchasing power. They improve companies’ attractiveness and efficiency, and vitalize the employment market and the local economy. They also foster access to healthier food, more environmentally friendly products and softer mobility.
Edenred’s 12,000 employees are committed to making the world of work a connected ecosystem that is safer, more efficient and more responsible every day.
In 2022, thanks to its global technology assets, the Group managed some €38 billion in business volume, primarily carried out via mobile applications, online platforms and cards.
Edenred is listed on the Euronext Paris stock exchange and included in the following indices: CAC 40, CAC 40 ESG, CAC Large 60, Euronext 100, Euronext Tech Leaders, FTSE4Good and MSCI Europe.
Our employees vibe with a passion for customer service, respect, imagination, simplicity and the entrepreneurial spirit that are Edenred’s values. For everyone who wants to experience that vibe, who needs it in their professional life, we want to be the best company to come and work and develop each person who takes part in the Edenred adventure
