Support Engineer, Associate

PayIt•Kansas City, MO

6d•$50,000 - $70,000•Hybrid

About The Position

Support Engineering at PayIt is the technical layer between our government clients and the platform that serves millions of their residents. This role involves reproducing and diagnosing real bugs, digging through APIs, logs, and data to find root causes, and turning that information into fixes, documentation, and clearer answers for the people relying on the platform. The work is technical, the stakes are real, and the impact is public. This is a good place to grow for individuals who enjoy solving hard problems and writing clearly.

Requirements

Relevant professional experience and a keen interest in providing outstanding customer support experiences.
Basic familiarity with at least one coding language to gather data from web services and use it for your own purposes.
Articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to clients.
Understanding of web services, common data formats (JSON), and standard API patterns (e.g. REST, Postman).
Basic SQL skills, ability to look at logs and correlate it with other datapoints to create initial troubleshooting material for the engineering teams.
Hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
Curious about technology and have a solid understanding of the impact to business when something in software goes wrong.
Standout teammate who believes that the whole is greater than the sum of all parts.
High degree of self-awareness, adaptable in changing environments and can maintain composure – you model this for your team.
Resourceful, flexible and hold yourself and the team accountable to results.
Lead initiatives, follow through on your commitments and persevere in the face of obstacles.
Ensure the confidentiality, integrity, and availability, and exercise due care of, company, client, and citizen data that is stored, processed, and transmitted by and for PayIt, as outlined in PayIt’s Business Code of Conduct and Information Security Policies.

Responsibilities

Solve client issues by developing expertise in relevant product areas and by troubleshooting complex client issues.
Identify, reproduce, and document bugs for the Engineering and Product teams to support quicker customer resolutions and improve our ability to mitigate customer friction.
Create and maintain high quality documentation to support new and existing feature launches, often working with Product and Engineering.
Become a specialist in API- or integration-related product features and troubleshoot complex client issues by reading documentation, building test apps, narrowing in on reproducible steps, and collaborating with others.
Provide fast, accurate and personalized communication to clients through email.
Empathize with every aspect of the client experience, leading initiatives to continuously improve how, why, and when clients receive support.
Identify and surface client trends and process improvements through collaborating with teams across PayIt.