.**Paystand**Nestled in the beautiful Santa Cruz mountains, just south of Silicon Valley is where we started. Then stepped into unique and historic Guadalajara, the Mexican Silicon Valley; and Salt Lake City, with the dramatic backdrops of the mountains of Utah. With brand new offices in strategic South San Francisco & twin cities' leading tech hub Minneapolis, Paystand's momentum has been recognized with its third-year in a row inclusion on the Inc. 5000 list of fastest-growing companies & the recent acquisition of Yaydoo.Our mission is to unlock capital efficiency for enterprise businesses through our transformative "Payments as a Service" platform. Our smart billing and payment network uses revolutionary internet, blockchain, and FinTech services to digitize receivables, automate processing, reduce time-to-cash, lower transaction costs, and produce new revenue for our clients. Paystand is venture-backed, having been consistently recognized as one of the top innovators in FinTech, and fastest growing companies in the world.**Role**Support Engineering responsibilities include helping the front-line Support team answer technical questions about our products, writing and using database queries to shed light on issues our customers are facing, and testing our products to identify bugs and configuration problems. You will work closely with the cross-functional teams to understand our customer's needs and will work with the Product and Engineering teams on viable solutions.To be qualified for this role, you should hold a degree in a relevant field, like Computer Science or Software Engineering. If you're naturally a helper, enjoy assisting people with technical software-related issues, and are able to explain technical details simply, we'd like to meet you.Ultimately, you will be a person that our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.**Responsibilities**- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.- Properly escalate unresolved issues to appropriate internal teams. (e.G. software developers)- Provide prompt and accurate feedback to customers via the CS and Solutions teams.- Test fixes and performs post-resolution follow-ups to ensure problems have been adequately resolved.- Document technical knowledge in the form of technical guides and internal help documentation.- Create or implement tools such as internal software to automate key processes.- Suggest product improvements, such as features that customers want or identify missing functionality.- Analyze results, make recommendations for support process improvement, and implement changes.- Evaluate documented resolutions and analyze trends for ways to prevent future problem recurrence