Technical Support Engineer (T2)

Job Description

Sezzle is seeking a Technical Support Engineer to join their team in Bogota, Colombia. This role involves troubleshooting escalated technical issues and providing product-related technical support for Shopper, Merchant, Disputes, and other relevant teams. The Technical Support Engineer will organize information, provide updates on tools and product requests, and communicate issues to stakeholders.

The Technical Support Engineer will work closely with the Sr. Manager Technical Support and the technical support team for prioritization and follow-up of issues, projects, and goals.

What this role involves:

• Ensuring KPI’s are being met/reported of escalations of the CMX department
• Acting as a Technical product expert, advising through messaging and meetings when agents may require assistance and understanding
• Acting as an escalation point as needed for difficult situations, empowering and equipping team through coaching on how to best handle in the future
• Ensuring bugs or issues are identified through common escalations, organizing relevant information to provide to relevant stakeholders.
• Evaluating the escalations of the CMX department to either determine the validity of escalation, effectively manage/prioritize feature requests, or properly respond to requests/issues that cannot or should not be worked upon.
• Working on minor tools or feature requests to increase the efficiency of support agents or better the customer experience
• Helping to ensure documentation of our core product relating to technical support is accurate, useful, and up to date.

Requirements:

• 2+ years of experience directly working in technical support
• Some Coding experience or exposure  (SQL proficiency preferred)
• Experience working with multiple departments to resolve issues and complete tasks

Sezzle offers:

• A dynamic and innovative work environment
• Opportunity to shape the future of fintech and retail