Technical Support Engineer

The Tech Support Engineer (TE) is a multifaceted Support Team role, focused primarily on helping resolve technical issues that arise with Wyre’s B2B Partners. TEs also serve as an escalation point for issues that arise within the broader Support Team, which require additional technical expertise.

TEs are highly valued, and heavily relied upon to help keep Wyre's existing business moving, with minimal interruptions. We couldn't do what we do without them!

Mission:

TEs act as the final layer of defense between Partners/customers and the rest of the company. With a focus on supporting our live Partners and the shared end users between us, TEs are curious problem solvers who exhaust their broad array of resources and knowledge before escalating issues to other teams.

Responsibilities:

• Quickly respond to technical questions/issues from Partners via internal communication channels such as Slack, and Zendesk
• Serve as a Wyre SME (Subject Matter Expert) to the Support Team, and company at large
• Perform intermediate level technical troubleshooting (validating API calls, reviewing data logs, etc.)
• Perform initial account setup for newly onboarding Partners
• Update internal account settings for Partners post-onboarding
• Help with quarterly OKRs both for TE and the broader Support Team
• Serve as an escalation point for Support tickets and chats
• Assist with interviewing and training on the Support Team
• Work closely alongside the Support Team and Manager to resolve new emerging issues

More than anything, we're looking for somebody that is curious, technically minded (can think through problems logically), enjoys solving problems, and loves to help people!

But here are some specifics that would help you be successful in the role:

• High aptitude for and/or proficiency performing technical tasks
• Tasks such as troubleshooting API call failures, managing webhooks, updating sensitive Partner account settings, etc.
• Effective, professional communicator capable of managing both B2C and B2B relationships
• Ability to adapt communication styles to meet the needs of our Partners and Customers based on their varying technical levels, and emotional states
• Experience using a variety of technical tools such as API gateways (like Postman), data log managers (like Scalyr or Datadog), and internal admin tools
• Support veteran w/at least 3+ years of experience of in B2C or B2B support
• Ability to multitask across different tools, while providing regular status updates to Partners and Customers
• Adept at context shifting. TEs will regularly, and rapidly transition from a Partner conversation, to responding to end-users, to joining an internal meeting, to digging through data logs

Benefits

• Enjoy a highly fulfilling, mission-driven culture. Our team takes culture very seriously
• You are an owner! We offer stock options to each of our full time employees
• An opportunity to build the future and freedom to work wherever you want
• Fair pay, no matter where you live along with a competitive benefits package
• Health, dental, and vision benefits for you and your family
• Life insurance and disability benefits
• 401(k) plan with corporate matching
• Computer setup of your choice
• Unlimited paid time off to relax and recharge
• Flexible work hours
• Opportunity to work in a growing startup