Support Engineer - Remote

Overview

Support the product that powers better access to banking

In Short

• Serve as the first point of contact for Prelim customers seeking technical assistance.
• Diagnose and resolve issues related to product configuration, integrations, and performance.
• Collaborate with engineering teams to escalate and fix complex bugs or product gaps.
• Build strong relationships with clients, acting as their voice within Prelim to ensure their needs are met.
• Provide feedback to product teams on recurring customer pain points and feature requests.
• Assist customers in setting up and optimizing Prelim’s platform for their specific use cases.
• Create and maintain best-practice guides, tutorials, and FAQs to help customers self-serve.
• Identify recurring issues and work with cross-functional teams to implement long-term solutions.
• Monitor support metrics (e.g., response times, resolution rates) and help improve them through process enhancements.
• Develop knowledge base articles, training videos, and other resources to empower customers and internal teams.
• Host training sessions or demos to showcase new features and best practices.
• Synthesize support trends and propose new processes or tools that streamline troubleshooting and reduce resolution times.
• Contribute to product roadmaps with actionable insights drawn from real-world customer usage.

Requirements

• Comfort engaging with external stakeholders, understanding their needs, and guiding them to solutions.
• Familiarity with REST & SOAP integrations.
• Experience with backend languages such as Node.js, Python, or Ruby.
• Understanding of databases (e.g., PostgreSQL) for investigating or querying data.
• Ability to dissect technical issues, analyze logs, and propose effective resolutions.
• Capable of translating technical concepts for both engineering teams and non-technical stakeholders.
• Adaptable, eager to learn, and ready to have an outsized impact in a rapidly evolving remote environment.

Benefits

• Opportunity to work in a fast-paced remote startup environment.
• Be part of a small, growing team.
• Engage with a diverse range of clients worldwide.
• Contribute to product development with customer insights.
• Develop your skills in a supportive environment.