At Paystand, we’re not just another fintech company—we’re trailblazers in decentralized finance (DeFi), transforming how businesses manage their finances. With thriving hubs in Scotts Valley, South San Francisco, Austin, Minneapolis, Mexico City, Hermosillo, and Guadalajara, we’re leading a global revolution in financial systems. Recognized on the Inc. 5000 list for five consecutive years, we’re among the fastest-growing companies reshaping the future of finance.
Our Expanding Ecosystem: Paystand isn’t just a company—it’s a growing global network. With the strategic acquisitions of Teampay, a leader in spend management, and Yaydoo, a top AR and AP platform in Latin America, we’re building an expansive ecosystem designed to revolutionize financial operations and fuel business growth worldwide.
Why Paystand?
What We Do: By harnessing the power of blockchain technology, we digitize receivables, automate financial processes, reduce time-to-cash, lower transaction costs, and unlock new revenue streams for businesses.
Why We Do It: We’re driven by a mission to revolutionize digital payments and decentralize finance, creating a more open, inclusive, and transparent financial ecosystem, starting with B2B payments.
How We Do It: As change-makers in the DeFi movement, we don’t just follow trends—we set them. If you’re passionate about shaping the future of fintech and eager to redefine what financial technology should look like, Paystand is the place where you can make a significant impact.
Join Us: Be part of something bigger. Join Paystand and help us lead the financial revolution.
Role at a Glance:
Paystand is seeking a Customer-Facing Technical Support Analyst (Level 1.5) who will play a key front-line role while also addressing advanced technical issues and contributing to product improvements. This position is ideal for individuals with a strong technical foundation eager to grow their expertise while actively supporting customers through direct communication channels. At the core of this role are front-line support responsibilities, including responding to customer inquiries via email, phone calls, live chat, and video. You will be the first point of contact for customers, ensuring timely and effective resolutions while escalating complex issues as needed.
Responsibilities:
Primary Front-Line Support:
- Serve as the initial point of contact for customer inquiries through email, phone, chat, and video.
- Deliver exceptional service while resolving technical and non-technical issues, ensuring customer satisfaction.
- Handle customer communications with professionalism and empathy, even in challenging situations.
Advanced Troubleshooting & Escalations:
- Triage, investigate, and resolve technical issues beyond basic troubleshooting.
- Analyze API logs, resolve data discrepancies, and debug JavaScript or HTML issues.
- Collaborate with Level 2 Support Engineers to address highly technical cases, gaining exposure to code fixes and database queries.
Product & Process Improvement:
- Create advanced internal and external resources, including detailed troubleshooting guides and customer FAQs.
- Analyze recurring issues, recommend process improvements, and provide feedback to cross-functional teams (product, engineering, and support).
- Contribute insights that enhance product functionality through feedback loops and roadmap discussions.
Mentorship & Knowledge Sharing:
- Offer guidance and technical training to Level 1 analysts to enhance the overall team capability.
- Identify opportunities to automate common support tasks, collaborating with operations and engineering to implement solutions.
Merchant & Integration Support:
- Support complex merchant configurations, including ERP integrations and payment workflows.
- Work closely with customers to troubleshoot issues related to platform usage, integrations, and transactional flows.
Performance & Development:
- Meet or exceed individual and team KPIs, focusing on customer satisfaction, response times, and technical escalation handling.
- Actively pursue opportunities for growth, preparing for advancement to Level 2 support roles.
Minimum Qualifications:
- 3+ years in technical support, with customer-facing experience via email and phone in a SaaS environment.
- Proficiency in web technologies (JavaScript, HTML, CSS) with the ability to debug code snippets.
- Familiarity with APIs and troubleshooting integration issues.
- Basic understanding of database querying (SQL or similar).
- Strong verbal and written communication skills, capable of explaining technical concepts to non-technical users.
- Proven problem-solving skills and the ability to manage multiple priorities.
- Experience using support tools (e.g., Zendesk, Jira).
- High level of empathy and composure when handling customer interactions.
Preferred Qualifications:
- Experience with ERP systems (NetSuite, Sage, Acumatica, Microsoft Business Central).
- Understanding of fintech workflows and accounts receivable processes.
- Scripting knowledge (Python or Bash) is a plus.
- Familiarity with API testing platforms (Postman) and browser debugging tools.
- Relevant technical certifications are a bonus but not required.
Key Attributes for Success:
- Passion for helping customers and solving complex problems.
- Ability to thrive in a fast-paced environment while maintaining attention to detail.
- Willingness to learn, grow, and take ownership of challenges.
- Effective collaborator with a continuous improvement mindset.
Some Perks:
- Enjoy generous PTO and sick leave, because we believe in balance.
- Fuel your days with free snacks and paid lunches in the office.
- We've got your health covered with Major Medical Health Insurance.
- Stay nourished with food vouchers and plan for your future with savings funds.
- Unlock stock options and own a piece of our success!
- Work with the best tools and equipment, setting you up to thrive.
- And the best part? Endless growth opportunities await you as we rapidly expand!
If you're passionate about driving change in the FinTech landscape and being part of a company that is shaping the future of digital payments, we invite you to explore opportunities with Paystand.
We understand that no candidate is perfectly qualified for any job. Experience manifests in diverse ways, skills are transferable, and passion is a powerful driver. Your journey and skills are unique, and we value the richness that diverse perspectives bring to our team.
More than a resume, we prioritize a genuine commitment, impactful contributions, and the ability to thrive in our dynamic, collaborative environment. We are enthusiastic about providing you with opportunities to learn and grow within this role. If your experience aligns closely with what we're seeking, we encourage you to apply.
We celebrate the belief that diversity in backgrounds and thoughts fuels better problem-solving and fosters more creative thinking. Our commitment to adding new perspectives to the team reflects our dedication to innovation and inclusivity.
Your journey is important to us, and we look forward to the possibility of welcoming you to our team at Paystand. Feel free to reach out; we can't wait to hear from you.
All roles are on-site only. Only English resumes will be considered.
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