Support Engineer I

Trintech • Plano, TX

341d

About The Position

As a Support Engineer I at Trintech, you will be responsible for understanding customer issues and diagnosing root causes and required corrective actions for Trintech products. You will diagnose, test, and communicate solutions to all levels of customer IT and Account staff and management, ensuring resolutions are provided within the required customer time frames and business deadlines. Your role will involve opening Service Requests, tracking inquiry resolution progress, and providing continuous follow-up. You will work cross-functionally with Trintech internal teams including SaaS Ops, Services, and Customer Success to achieve resolutions or provide customer updates. Additionally, you will participate in UAT testing on major releases of Trintech Software to identify software defects and ensure a high-quality customer experience.

Requirements

• 1-2 years of technical experience in a SaaS Software environment desired.
• Exceptional customer service skills.
• Excellent communication skills.
• Attention to detail and a good work ethic.
• Basic/intermediate SQL knowledge preferred.

Nice To Haves

• Experience using Salesforce or other CRM ticketing systems.

Responsibilities

• Understand customer issues and diagnose root cause and required corrective actions for Trintech products.
• Diagnose, test, and communicate solutions to all levels of customer IT and Account staff and management.
• Ensure resolutions are provided within the required customer time frames and business deadlines.
• Open Service Requests, track inquiry resolution progress, and provide continuous follow-up.
• Work cross-functionally with Trintech internal teams including SaaS Ops, Services, & Customer Success.
• Participate in UAT testing on major releases of Trintech Software to identify software defects.

Benefits

• Hands on career development.
• Open paid time off.
• Hybrid schedule.
• Comprehensive healthcare and wellness programs.
• 100% company-paid volunteer time.
• 401k with a company match.
• Pet Insurance.
• Tuition/Continuing Education reimbursement program.
• Bonus Potential - Quarterly and Holidays Worked.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services