Technical Support Engineer
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Job Description
Technical Support Engineer resolving client payment, product, and integration issues for DoorDash’s hospitality technology. Partnering with engineering and product teams while improving support documentation.
Responsibilities:
- Manage client support cases daily and document customer interactions
- Handle payment cases from investigation through resolution
- Own Payment Processor knowledge and contribute to organizational readiness
- Partner with Product, Engineering, Sales, and Customer Success teams
- Identify and resolve Tier 2 product, feature, and integration issues
- Provide customer feedback to inform the product roadmap
- Perform detailed QA of application and customer environment issues
- Become a product expert and contribute to the technical knowledge base and support documentation
- Assist with coding and producing out-of-box and custom client projects
- Research, diagnose, troubleshoot, and identify solutions for system issues
- Provide exceptional customer experiences and drive issues to resolution
- Author and administer training and knowledge-base documents
Requirements:
- 3+ years of experience in a technical support role
- B2B and/or SaaS experience preferred
- Solid understanding of Javascript
- Knowledge and experience in APIs (required)
- Payment-focused technical support experience is a plus
- Experience in JSON, HTML, and Python
- Ability to inspect and diagnose issues in web applications, mobile applications, and data-intensive applications
- Experience using Zendesk, Jira, and Salesforce is a plus
- Strong analytical and problem-solving ability
- Excellent organizational skills
- Excellent verbal and written communication
- Experience authoring training documentation
- Ideally located within the EST or PST time zone
Benefits:
- Equity grants
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Paid time off
- Paid sick leave
- Medical benefits
- Dental benefits
- Vision benefits
- 11 paid holidays
- Disability insurance
- Basic life insurance
- Family-forming assistance
- Mental health program
- Flexible paid time off/vacation for salaried roles
- 80 hours of paid sick time per year for salaried roles
- Comprehensive benefits and perks including premium healthcare and wellness expense reimbursement
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