Technical Support Engineer

R&D
Austin
Intermediate
Full-time
Description

Papaya Global is a rapidly growing startup aiming to disrupt and simplify global payroll and employment. The combination of Papaya’s service and SaaS platform enables our customers, from startups to large enterprise companies, to expand their workforce globally, quickly, and in a compliant manner. Through our all-in-one global workforce platform, we connect companies to a global network of preferred suppliers of human resources and international payroll services.

We are looking for a Technical Support engineer who will help us drive our product and Technical Support to the next level. As Technical Support Engineer in Papaya Global, you will be the Platform’s WatchGuard. Providing Technical Support to both internal and external customers while maintaining the highest quality of service. You will manage daily tasks and procedures for customers, customer integrations, as well as identity and research issues in the platform and create immediate solutions to assure customers’ optimal experience at all times.

You will:

  • You will provide tier 1 and 2 support to Papaya Customers for all of Papaya products and integrations.
  • Research and investigate reported issues
  • Manage daily quality procedures and troubleshooting
  • Improve customer experience by working with product managers on changes based on customer feedback and customer experience analysis
  • Manage back-office procedures for internal customers
  • Coordinate customer issues resolving with the global technical support team

Preferred qualifications:

  • Able to prioritize, multitask, and perform effectively in a fast-paced and dynamic work environment
  • Adaptive and loves working in an ever-changing environment where you are constantly improving yourself, your team, and your processes
  • Collaborative, persistent, and self-directed
  • Proactive, highly organized, with the ability to manage multiple tasks
  • Exceptional English written and verbal communication skills, additional languages a plus
  • Strong interpersonal skills with the ability to navigate conflict and foster honest dialogue
  • Positive, professional, and a desire to learn
Requirements
  • At least 2 years experience in QA in a cloud-based company
  • Experience in Technical Support (customer front)
  • Experience with agile and scrum methodologies
  • Creativity and ability to think outside the box
  • Team Player
  • A friendly personality is a MUST

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