Note: The job is a remote job and is open to candidates in USA. Moov provides a platform that helps businesses integrate financial services through payments and banking solutions. The Customer Service Engineer supports customers by troubleshooting SDK, API, and frontend integration issues, developing proof-of-concept implementations, and collaborating with Product and Engineering teams to improve documentation and technical support processes.
Responsibilities
- Provide responsive, empathetic, and clear technical support to Moov customers via our modern multi-channel support platform that pulls together email, Slack, web forms, & in-app help
- Maintain aggressive time to first reply and time to resolution and CSAT objectives
- Troubleshoot and resolve customer issues related to the Moov SDKs, APIs, and other tools
- Debug and solve technical issues in frontend environments, particularly around JavaScript frameworks, libraries, and integrations with Moov’s solutions
- Develop proof of concept implementations to assist in sales & implementations
- Offer guidance to customers on implementing Moov’s SDKs, ensuring best practices in their integration
- Collaborate with technical writers in building public FAQ and internal knowledge bases to front the support team
- Collaborate with the Product teams to improve documentation based on recurring customer questions and issues
- Collaborate with Engineering teams to troubleshoot, resolve, and prevent technical issues by providing detailed problem analysis, participating in root cause analyses, and advocating for customer-centric improvements.Pattern-match recurring issues to assist the product team in solving the right next problems for our customers
- Stay updated on Moov’s new features and functionalities to support customers effectively
- Contribute to internal tooling and resources that streamline technical support processes
Skills
- 2-3 years of experience as a frontend engineer or in a similar technical role
- Proficiency in JavaScript, HTML, CSS, and modern frontend frameworks
- Familiarity with RESTful APIs and how to interact with them
- Proficiency with tools like Postman for reproducing API issues without writing code
- Basic understanding of Git and version control workflows
- Strong analytical and debugging skills
- Excellent written and verbal communication skills to explain complex technical topics to different audiences
- Experience writing SQL is a plus & will otherwise be taught
Benefits
- 100% remote. We make remote-work work.
- We match what you contribute to your 401(k) up to 5% of your salary
- Generous parental leave
- Competitive health, dental, and vision insurance plans
- Unlimited PTO, paid holidays, and sick leave
- Learning stipend and a culture that encourages and promotes professional growth and development
- Home office stipend
- Ownership in the company via employee stock options
- Culture of people helping people who give first, celebrate wins together and embrace autonomy, transparency, and trust
- The opportunity to join an experienced and ambitious team passionate about solving customers’ needs and who love what they do
- Partner with a community of 2000+ developers around the world, helping them focus on possibilities vs payments
Company Overview
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