Technical Support Engineer providing post - sale assistance for customers using Delinea's Identity Security Platform. Involving troubleshooting technical issues and communicating resolution plans across diverse international teams.
About the role
- Tier 2 Technical Support Specialist helping a Canadian fintech streamline payment solutions and improve service through automation and documentation.
Responsibilities
- Team Mentorship: Serve as a subject matter expert and mentor for Level 1 specialists, sharing your technical discoveries and fostering a culture of continuous learning.
- Continuous Improvement: Identify gaps in current documentation or workflows and proactively apply Design Thinking to propose and build better alternatives.
- Advanced Troubleshooting: Act as the second-level escalation point for complex technical inquiries, using a sharp analytical mind to resolve issues.
- Solution Building: Create interactive "click-through" simulations and automated workflows to transform manual, repetitive chores into seamless digital processes.
- Knowledge Enablement: Develop high-quality, visual reference materials and documentation that empower our support team and improve the merchant experience.
Requirements
- Industry Knowledge (Asset): Familiarity with the payments industry (gateways, terminals, or billing) is a plus, but a curiosity for these hardware and software is essential.
- The Growth Habit: A documented history of being a lifelong learner who enjoys teaching themselves new systems and sharing that knowledge with others.
- Technical Communication: The ability to translate "technical-speak" into clear, helpful instructions within platforms like Zendesk, Salesforce, or MS Dynamics 365 CRM.
- Interactive Design: Experience building user flows or interactive guides using tools like Figma, Articulate 360, or Genially.
- Automation & Data: A "maker" mindset with hands-on experience using Power Automate (Desktop/Cloud) or Power Query to connect systems and manage data.
- Logic & Scripting: Comfort using Python, SQL, Office Scripts, or VBA to automate tasks or analyze information more effectively.
- UX Foundations: An eye for clean visual design and an understanding of how to map out intuitive user journeys.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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