Technical Support Engineer

Technical Support Engineer

Location: Hybrid in NYC (3 day in-office requirement)

Qualifications:

• 3+ years of experience in a Technical Support Engineering role or a similar role
• 2+ years of hands-on experience with SQL and database queries
• Experience in supporting applications built on AWS - Exposure to S3, searching CloudWatch, and understanding of Lambda functions would be particularly beneficial
• Working knowledge of Zendesk and/or Jira ticketing systems
• Ability to understand complex flows and provide creative technical solutions while applying critical thinking and responsibility
• Technical and analytical mind with a hands-on approach
• Team player with great interpersonal skills and a service / solutions orientation 

Bonus points:

• Experience working with software logging tools, particularly DataDog or similar, is a plus.
• Experience in pulling data from APIs using an API platform like Postman
• Experience working in a FinTech company is a plus

A day in the life and how you’ll make an impact:

• Scope and investigate technical customer issues and involve other teams as needed
• Determine the right solution for each issue, provide a timely resolution and verify the issue is resolved
• Manage technical escalations to Engineering teams when needed
• Work closely with the Engineering, Product and Customer Experience teams
• Take a proactive approach and help define efficient technical support processes
• Create internal documentation of handling different issues and share with other team members

About the team:

As part of the Technical Support Engineer team you will be responsible for investigating and resolving complex technical issues that our customers experience, and handle various sensitive technical tasks that require a deep understanding of our product and systems. You will be working collaboratively between the Customer Experience team in NYC/Denver and our Engineering teams in NYC/Israel, and use technical tools like SQL, log management systems and our back office software through cross-functional team work. 

About Melio USA: 

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. 
• The annual base salary range for this position is $95-115k.
• Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees. 
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it. 
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week. 
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities. 

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one's identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility. Melio accepts job applications on an ongoing basis until the position is filled. If you are interested in applying for this job opportunity, please do so directly on our careers page (or if you’re here already, scroll down and apply now!). This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.