Grain (W20)
Grain transforms the debit card you already have into a credit card by linking it to a line of credit based on your cash flow.

Technical Support Engineer

$79k - $86k

/ Remote
Full-time
3+ years
About Grain

Grain replaces credit cards with a safe line of credit attached to the user’s existing debit card. So, we do not issue a card whatsoever. We give ~100M Millennials, Gen Zs and immigrants a line of credit based on their debit card activity that they can use to establish credit history or ease their cash flow.

About the role

Skills: Node.js, SQL

As a Technical Support Engineer, you will:

  • assist customers in resolving their technical issues via our support CRM.
  • identify and capture product bugs and poor UX based on your interactions with customers.
  • collaborate with product engineers in fixing bugs and adding features.
  • work with the support team to solve technical issues by escalation and coordination.
  • implement bug fixes and features that address customer technical issues as well as enhance our support CRM and support tooling.
  • create and update customer and employee facing technical support documentation.
  • provide direct input to product goals and roadmap, company priorities, and strategy based on your direct knowledge of customer needs and issues.
  • participate in hiring by assessing applications and assist with interviewing.
  • report directly to technical senior leadership.

About You:

The Support

  • you have around 1+ years of experience in a support or service-oriented customer facing role.
  • you have experience in writing support content or documentation.
  • you have experience in managing customer support cases from the beginning to end.
  • you have experience in translating customer technical issues into bug reports.
  • you have experience in using a support CRM such as ZenDesk, Salesforce, FreshDesk or the like.
  • you're not afraid to communicate with customers over the phone if necessary and have the temperament to manage interactions with happy as well as frustrated customers
  • you have the ability and patience to debug complex issues and the prowess to aid in determining and implementing a solution
  • you're excited by spotting patterns of issues and then creating solutions that ultimately solve pain points for a large number of customers

The Technical

  • you have around 3+ years of experience in NodeJS and are comfortable reading and writing in ES6
  • you have foundational knowledge of SQL and can perform CRUD operations via the database.
  • you have experience in using bug tracking/project management software.
  • you have experience in using GitHub including creating PRs.
  • you can communicate technical issues and topics to customers and team members making it digestible for various technical skill levels.
  • you can work in 2-week sprints in agile software development cycles.

Technology

Node.Js Javascript Swift

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