What are the responsibilities and job description for the Technical Support Engineer position at Drip Capital?
About Drip Capital
Drip Capital is a high-growth FinTech focused on the $5T global SME cross-border trade industry. We offer multiple, innovative trade financing products targeted towards SMEs in developing markets, providing rapidly growing SMEs quick and easy access to finance. With a focus on technology, our vision is to eliminate the hassle of paperwork and bureaucracy and create a seamless borrowing experience for its customers.
Our team comprises talent from top-tier institutions including Wharton, Stanford, and IITs with years of experience at companies like Google, Amazon, Standard Chartered, Blackrock, and Yahoo. We are backed by leading Silicon Valley investors - Sequoia, Wing, Accel, and Y Combinator. We are a global company headquartered in Silicon Valley along with offices in India and Mexico.
Your Role:
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Take ownership of issues reported by customers, and internal teams and see problems through to resolution
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Research, diagnose, troubleshoot, and identify solutions to resolve technical issues
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Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams for further investigation or resolution.
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Document knowledge in the form of knowledge base tech notes and articles
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Collaborate with other team members or departments to resolve complex technical problems and ensure customer satisfaction.
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Perform root cause analysis of recurring issues and recommend improvements to prevent future problems.
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Stay up-to-date with product features, updates, and industry trends to deliver accurate and relevant support.
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Ensure high levels of customer satisfaction by resolving issues in a timely manner.
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Monitor open support cases, providing follow-up and status updates to customers where necessary.
Our Checklist:
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At least 1 year of experience in technical support, customer service, or a related field.
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BS degree in Information Technology, Computer Science or equivalent
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Knowledge of SQL
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Strong problem-solving skills
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Strong attention to detail and ability to follow instructions carefully.
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Excellent written and verbal communication skills
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Excellent communication and interpersonal skills.
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Ability to work effectively in a collaborative team environment.
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Ability to prioritize tasks and manage time efficiently.
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Basic understanding of software development life cycle and quality assurance concepts.
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The ability to program in one language is desirable
Salary : $5
