Technical Support Engineer (T2)

About Sezzle:

With a mission to financially empower the next generation, Sezzle is revolutionizing the shopping experience beyond payments, blending cutting-edge tech with seamless, interest-free installment plans that make shopping smarter and more accessible. We’re not just transforming payments; we’re redefining how people discover, interact with, and purchase the things they love while driving real impact on merchant sales through increased conversions and higher order values. As we continue to shape the future of fintech and retail, we’re building an innovative, dynamic team passionate about creating more than just a transaction but a truly unique shopping journey. If you’re excited about pushing boundaries in tech and delivering a game-changing experience for consumers and merchants alike, come join us at Sezzle and help create the future of shopping!

About the Role: 

This position supports the wider support team by troubleshooting escalated technical issues. On tickets, the Technical Support Engineer provides product-related technical escalation support for Shopper, Merchant, Disputes, and any other relevant teams. They will organize information and relevant updates of either the status of tools and product asks, or information relating to issues users may experience. They will work closely with the Sr. Manager Technical Support and the technical support team for prioritization and follow-up of issues, projects, and goals.  This role will be critical in the organization and communication of bugs and issues raised by the greater CMX department and company as a whole, providing succinct updates to all relevant stakeholders

What You'll Do:

• Work to ensure KPI’s are being met/reported of escalations of the CMX department
• Act as a Technical product expert, advising through messaging and meetings when agents may require assistance and understanding
• Act as an escalation point as needed for difficult situations, empowering and equipping team through coaching on how to best handle in the future
• Ensure bugs or issues are identified through common escalations, organizing relevant information to provide to relevant stakeholders. 
• Evaluate the escalations of the CMX department to either determine the validity of escalation, effectively manage/prioritize feature requests, or properly respond to requests/issues that cannot or should not be worked upon. 
• Work on minor tools or feature requests to increase the efficiency of support agents or better the customer experience
• Help to ensure documentation of our core product relating to technical support is accurate, useful, and up to date.

What We Look For:

• 2+ years of experience directly working in technical support
• Some Coding experience or exposure  (SQL proficiency preferred)
• Experience working with multiple departments to resolve issues and complete tasks

Preferred Qualifications:

• Bachelor’s degree in a technical discipline
• Experience with FinTech industry or payment processing systems
• Basic SQL expertise
• Excel Expertise
• High computer proficiency

Nice to have

• Javascript and Web development experience
• Jira/Confluence and/or Zendesk experience

About You:

• You have an A+ character. You listen attentively, speak candidly, and treat others respectfully.
• We are team-first here at Sezzle
• You have a hard-working mentality. It’s early and there is still a lot to build. 
• You are an excellent communicator
• You aren’t afraid to take on new responsibilities, and you act like an owner in everything you do
• You have a fun attitude. Life’s too short. We can have fun while we work hard
• You are smart enough to make decisions on your own, take calculated and tactful risks, and also smart enough to know when you need input from others
• You have high standards. You continually raise the bar and drive those around you to deliver great results
• You deliver results. You focus on the key inputs and deliver them with the right quality and in a timely fashion. Despite setbacks, you rise to the occasion and never settle

What Makes Working at Sezzle Awesome:

At Sezzle, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators. We believe in surrounding ourselves with only the best and the brightest individuals. Our culture is not defined by a certain set of perks designed to give the illusion of the traditional startup culture, but rather, it is the visible example living in every employee that we hire. 

#Li-remote