- Provide exceptional product support to clients, addressing their technical inquiries and troubleshooting issues related to payments integration and usage.
- Be the voice of your customers, translating challenges into actionable product improvements.
- Offer holistic solutions that go beyond quick fixes, maximizing customer satisfaction and value.
- Build and maintain strong relationships with key clients, understanding their payment needs and ensuring the delivery of high-quality solutions.
- Stay up-to-date with payments industry trends and related emerging technologies. Partner with internal stakeholders to develop and implement innovative solutions.
- Craft clear knowledge base articles and training materials for self-sufficiency. Mentor and coach junior team members, sharing your knowledge and expertise to foster their professional growth.
- Have a strong desire to stay ahead of the curve and embrace continuous learning in the fintech, financial services, and payments realm.
- Have 4+ years of demonstrably successful experience in payments support or consulting.
- In-depth understanding of payment gateway functionalities, including authorization, settlement, fraud prevention, and security protocols (e.g., PCI-DSS, 3D Secure).
- Experience supporting global clients in the payment space, particularly those collecting payments internationally would be a plus.
- Experience in handling high-priority (P0/P1) payment issues, quickly assess complex situations, identify root causes, and mobilize resources to resolve critical issues efficiently.
- Combine deep technical expertise with exceptional communication and empathy to provide tailored solutions that address individual customer challenges.
- Possess in-depth knowledge and hands-on experience with APIs, front end technologies like Javascript and tools like Postman for troubleshooting and testing.
- Thrive in a fast-paced environment, act with a sense of urgency and collaborate effectively with diverse teams.
- Possess a keen eye for detail and troubleshooting skills to address integration issues and discrepancies in reported data.
- Bachelor's in Computer Science or related field OR equivalent experience.
- Schedule Flexibility: Maintain a flexible schedule to adapt to 24/7 support requirements.
Principal Tech Support Engineer - Chennai, India - Chargebee
Description
About Chargebee:
Chargebee is a subscription billing and revenue management platform powering some of the fastest-growing brands around the world today, including Calendly, Hopin, Pret-a-Manger, Freshworks, Okta, , and others. Thousands of SaaS and subscription-first businesses process billions of dollars in revenue every year through the Chargebee platform.
Headquartered in San Francisco, USA, our 500+ team members work remotely throughout the world, including India, the Netherlands, Paris, Spain, Australia, and the USA.
Chargebee has raised over $230 million in capital and is funded by Accel, Tiger Global, Insight Partners, Steadview Capital, and Sapphire Ventures. And we're on a mission to push the boundaries of subscription revenue operations. Not just ours, but every customer and prospective business on a recurring revenue model.
Job Summary:
As a Principal Solutions Engineer, you will play a crucial role in the ongoing support of Chargebee's products and payment gateway solutions for our merchants. You will be responsible for troubleshooting highly technical issues, and providing expert guidance. You will collaborate closely with cross-functional teams, including product managers and developers to ensure customer satisfaction and drive continuous improvement in the product and payments.
Roles and Responsibilities:
Qualifications:
We are Globally Local
With a diverse team across four continents, and customers in over 60 countries, you get to work closely with a global perspective right from your own neighborhood.
We value Curiosity
We believe the next great idea might just be around the corner. Perhaps it's that random thought you had ten minutes ago. We believe in creating an ecosystem that fosters a desire to seek out hard questions, and then figure out answers to them.
Customer Customer Customer
Everything we do is driven towards enabling our customers' growth. This means no matter what you do, you will always be adding real value to a real business problem. It's a lot of responsibility, but also a lot of fun.