Technical Support Engineer

IXOPAY•Oklahoma - Remote, OK

18d•Remote

About The Position

The Technical Support Engineer role provides highly effective and efficient technical problem-solving for the entire customer base, serving as the primary technical owner of global support issues. This position is integral in adding value to our customer relationships via the deep technical skill and service provided, and is reserved for a motivated, self-starting individual. In this role, you will assume the initial triage and resolution of all incoming tickets, utilizing proactive system monitoring and advanced diagnostics to maintain IXOPAY's platform dependability. The Technical Support Engineer is a crucial customer advocate, responsible for deep troubleshooting of complex issues via all channels and serving as a Designated Support Engineer (DSE) for our high-value customers. You will contribute to IXOPAY's reputation by producing strong customer references, driving resolutions, and continuously improving processes through high-quality knowledge base documentation.

Requirements

3+ years of professional experience in a technical role supporting applications or software.
Previous experience in a help desk or technical support environment is essential.
Technical degree (e.g., Computer Science, Engineering) preferred, or equivalent combination of education and experience.
Strong, demonstrated experience supporting applications in a SaaS environment is highly preferred.
Mid-level proficiency in programming concepts (e.g., API structure, JSON) and networking fundamentals.
Mid-level experience using reporting tools to query and analyze data (e.g., log analysis, SQL).
Expertise working with web-based support tools and complex ticketing systems.
Exceptional oral and written English fluency and professional communication skills are required.
Proven aptitude to quickly learn and master complex technical information.
Demonstrated experience with structured problem-solving, debugging, and error reproduction in a production environment.
Strong attention to detail and the ability to maintain issue ownership and resolution on high-priority cases.

Responsibilities

Serve as the primary point of contact for all incoming global tickets (web, email, phone), owning the issue from start to resolution.
Act as the assigned DSE for high-value customers, prioritizing their cases and providing rapid support via dedicated channels.
Troubleshoot and resolve the majority of technical issues, including reproducing bugs, gathering logs, and breaking down complex issues for customers.
Maintain a thorough understanding of all company products, services, and complex customer use cases.
Proactively respond to system alerts and utilize reporting tools for timely issue identification.
Provide prompt and accurate feedback to customers across all channels, ensuring adherence to all response SLA commitments.
Advocate for customers by collaborating with internal stakeholders (Operations, Development, Product, Customer Success) to ensure satisfaction and retention.
Properly escalate high-complexity issues to internal Level 3/Engineering and/or Leadership teams with complete diagnostic documentation.
Document technical resolutions and expert knowledge in high-quality knowledge base articles for team enablement and self-service.
Serve as the primary or secondary on-call Support Engineer during bi-monthly rotations for critical after-hours support.
Prioritize and manage multiple open issues concurrently.