Overnight Technical Support

Braintree builds products that make payments easier—so easy that they fade into the background, making entirely new kinds of interactions possible. Interactions like seamlessly paying for your ride share -- or the condo you rented this weekend -- without presenting a card or pressing a button, or buying a lamp on Pinterest...right from Pinterest. The Braintree full-stack payment platform lets companies build their own experiences and then scale their businesses around the globe. We're known for our technology but we're also known for our support, with internal risk and underwriting, account management and technical support teams who ensure a frictionless payments experience. 

Acquired by PayPal in 2013, Braintree is now in an even greater position to change the way people pay. Headquartered in Chicago, Braintree has offices in San Francisco, New York, Sydney, London with employees stationed around the world. 



About the role:

We're looking for a technical problem solver who doesn’t require a script or an owner’s manual to help clients navigate our solutions. Beyond the technical skillset, we are looking for someone who can delight our customers with promptness, thoroughness, accuracy and even the occasional pun. The role encompasses all manners of problem solving.

Responsibilities:

  • Field support calls and emails from developers and business users about account integration and functionality.

  • Train merchants on our software's functionality.

  • Research and suggest improvements to internal documentation and training processes.

  • Work to continuously learn about the industry in hopes of quickly becoming an expert

  • Proactively look for ways to improve internal processes in an effort to increase efficiency.

  • Participate in a support retrospective where all functions of the group are reviewed and improvement action items are established.

  • Engage in software development discussions to create/improve our systems

  • Receive requests for technical assistance and collect detailed information to categorize requests in order to determine method of resolution

  • Problem Solve like it’s your job, because….well, it is.

Requirements:

  • Must be a self-starter, self-learner, and dedicated to solving together as a team.

  • Ability to work autonomously with a high level of responsibility.

  • You should feel brave leaping into a technical abyss.

  • Some who cares a lot about performing at the highest caliber as an individual and as a team member.

  • Someone who is routinely helping family and friends with their technology questions.

  • 1+ years experience in a technical role that put you in direct contact with customers or clients.

  • Able to always ask why, with the resourcefulness that puts Angus MacGuyver to shame.

  • Someone who is secure in their ping-pong, pop-a-shot, or hula hooping abilities. Watch out. You might get schooled.

  • Someone who possesses infinite patience and devotion to those he/she serves.

  • Comfortable with a flexible work schedule. The overnight role will work 10p-6a -- but don’t worry, we’ll take great care of you with nightly food, transportation benefits, and fun.


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