Senior Application Support Engineer

• Be a primary point of contact for escalated product issues from Zeller’s account management and customer success teams.

• Be a senior member of a small team, but is still principally involved in hands-on service delivery. 

• Own and orchestrate the triage, investigation and resolution of complex technical issues driving the pace of resolution and communicating well-thought out and reliable direction.

• Deliver projects that improve the service delivery of Zeller’s Application Support team

• Work closely with Development, QA and Product Teams to find short and long-term solutions to issues that affect customer experience.

• Be an expert in the products and workflows you support and promote and share that knowledge to our partner teams. 

• Using your technical expertise, participate in application monitoring using logs, data stores, internal tools and dashboards. 

• Be a part of our incident response team, responding to alerts and bearing some on-call responsibilities.

• Zeller is a product driven startup with a deep care for the quality of service we provide. Experience in software companies with a customer facing product is highly valued. 

• You have the ability to manage multiple, competing tasks & priorities with ease in a fast-moving environment while maintaining a high level of attention to detail.

• A strong technical background with experience in advanced troubleshooting, analysis and data skills. This should include familiarity with AWS services (or similar), an active SQL skill set, experience with release management toolset and service reporting tools (Datadog or similar). 

• Automation mindset with the view to improve existing processes/procedures using available automation tools wherever possible.

• Strong documentation and knowledge sharing skills

• Excellent communication skills and the ability to build strong partnerships with engineering, QA, and customer facing teams. 

• Demonstrated experience participating in change management and incident response processes

• Payments experience is highly valued but not required

• Excitement and drive to work in a product company that delivers mission critical financial services

Familiarity with these services or close equivalents is appreciated but we do not expect you to have used all of them. 

• Hubspot is our principal CRM and where we track our support tickets. We also use Jira in conjunction with our engineering teams. 

• The systems we support run in browsers, mobile applications (Android/iOS), and payment terminals. The backend systems we support use AWS and are principally written in Typescript on a lambda, postgres, DynamoDB stack and using an event driven architecture. 

• We monitor our products using tools and dashboardings in products like Datadog, Sentry and Segment/Mixpanel.

• Zeller’s payment services integrate with many third parties, particularly point of sale systems. Familiarity with POS, or managing issues with third party partners is valued.

• Automation tools either built-in (JIRA/Hubspot/Slack) or standalone (Zapier).