Description

As a Tier 4 Support Engineer at ChargeAfter, you’ll play a crucial role in troubleshooting complex technical cases in production environments, working closely with development teams, support teams, and external clients. You'll own escalations end-to-end, provide expert consultation, monitor financial applications, and contribute to our knowledge base. This role also involves mentoring support team members and becoming a subject matter expert in ChargeAfter’s financing business, APIs, and integration points.

Responsibilities

• Perform deep investigation and troubleshooting to resolve technical cases identified in production environments
• Provide technical support by owning escalations from the start to the resolution
• Work closely with development teams, support teams, business and external clients
• Provide consultation and analysis services to technical and non-technical staff
• Be responsible for monitoring financial applications in a production environment using technical tools
• Contribute to the ChargeAfter Knowledge Base by identifying common issues and managing the knowledge
• Help coach and mentor other support team members
• Become a subject matter expert in the ChargeAfter financing business flow, Integration points, APIs, and the correlation between them

Work Hours:

• Ability to work Monday to Friday in a shift mode: 8 AM till 3 PM / 4 PM til 12 PM EST
• Ability to provide support during off hours when required

Requirements

• Bachelor’s technology degree from a recognized institution, or equivalent experience
• 5+ years of experience in similar positions
• Background in software development or QA - Must
• Experience with cloud platforms (AWS, Azure, GCP) - Must
• knowledge of databases (MongoDB) and data structures - Must
• Programming skills in one or more languages (e.g., Python, JavaScript, etc.) - An advantage
• Familiarity with REST API structure - An advantage
• Experience in technical troubleshooting, debugging tools, logs, and monitoring systems (e.g. Grafana, Prometheus, Elastic) - Must
• Ability to work independently under pressure in a fast-paced environment
• Mother tang or advanced level of English, with both written and spoken communication skills
• Strong leadership and collaboration skills

You are:

• Self-motivated with a strong work ethic who’s passionate about clients
• Strong sense of ownership and “can-do” approach
• Interest in financial markets, Fintech technology in multiple channels (eComm, Instore, and so on)
• Able to work independently and with others, as part of an international team