Technical Support Engineer

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🔥 3 hours ago

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Full Scale

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

Full Scale is a staff augmentation company that focuses on providing exceptional tech talent to businesses across various industries. Founded by Matt Watson, a seasoned tech entrepreneur, Full Scale has partnered with over 200 tech companies since its inception, offering top-notch services while fostering a positive work environment for its employees. The company's commitment to corporate social responsibility is evident in its engagement in community outreach, environmental sustainability, and educational initiatives.

📋 Description

• Provide exceptional technical support and service directly to customers using the payment processing platform. • Investigate, troubleshoot, and resolve customer issues related to payment transactions, failures, refunds, chargebacks, and billing discrepancies, ensuring clear and thorough documentation of all findings. • Maintain detailed internal records of all customer interactions, cases, and resolutions using ticketing software. • Build and maintain strong working relationships with both customers and internal stakeholders to ensure effective issue resolution and customer satisfaction. • Escalate unresolved or complex payment-related issues to appropriate internal teams with complete and well-structured technical documentation. • Identify recurring payment system issues and escalate trends to product and engineering teams to support long-term fixes and system improvements. • Collaborate closely with internal departments such as Engineering, Product, and Operations to ensure seamless customer support and issue resolution. • Demonstrate deep knowledge of the payment processing platform, including transaction flows, APIs, and system behavior. • Act as a subject matter expert in payment support, contributing to internal knowledge base articles, troubleshooting guides, and customer-facing documentation. • Consistently meet or exceed defined service level agreements (SLAs), including response and resolution time targets. • Identify and implement opportunities to improve support efficiency, workflow optimization, and overall customer experience. • Mentor and support new team members by providing guidance on payment troubleshooting, support processes, and product knowledge.

🎯 Requirements

• Strong interpersonal skills and a proactive, self-starting attitude. • Excellent written and verbal communication abilities. • Experience with technical skills including HTML, CSS, and JavaScript. • Customer-centric approach with a focus on anticipating needs and concerns. • Effective time management and prioritization of tasks and deadlines. • Commitment to continuous improvement through training and personal development. • Degree in relevant technologies (Preferred) or comparable experience. • Ability to thrive in ambiguous situations.

🏖️ Benefits

• Fully remote – work from anywhere in the Philippines • Collaborative, high-performing engineering and support culture • Benefits provided from Day 1, including health and statutory coverage