Manager, Support Engineer

4 weeks ago

Richmond Hill, Canada Paymentus Full time

Summary/Objective

The primary role of the Manager, Product Support Operations team is to be a technical and personal leader to a team of customer success engineers.


Essential Functions/ Responsibilities

  • Coach and mentor the members of the customer success team from both a technical and career perspective
  • Demonstrate expert skill in troubleshooting the Paymentus platform in addition to the requirements of Customer Success Team Leads:
  • Write SQL queries and updates at a DBA level. Demonstrate understanding of foreign keys, query complexity, constraints, and PL/SQL code. Write direct update statements to fix issues.
  • Utilize advanced debugging, tracing, and test cases to find the root cause of Java, PL/SQL, and Node code-related issues
  • Maintain an expert level of understanding of biller customizations and business processes
  • Understand the job infrastructure and when/how to rerun or modify jobs
  • Be a technical leader in the platform and actively engage with issues facing the team
  • Serve as the first point of escalation for any client or business issues
  • Manage team member performance through performance evaluations and coaching
  • Identify process and technical gaps and develop ways to improve them
  • Gather data and report on the productivity of the team. Demonstrate effectiveness in improving


Supervisory Responsibility

Responsible for managing a customer success engineering team. Responsibilities include vacation planning and approvals, probation and annual reviews, coaching, and regular check-ins with team members.


Education and Experience

  • A bachelor's degree in computer science, engineering, or a related field.
  • Experience leading a technical support team
  • Experience providing technical support over the phone and email to external clients
  • Experience with databases and SQL queries
  • Experience reading or writing object oriented code


Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.


Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch or crawl. The employee may be required to life up to 25 lbs.


Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday during normal business hours. Occasional evening and weekend work may be required as job duties demand.


Travel

10-15% travel to customer sites may be required based upon project needs.


Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.


Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.


An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.


This is an existing vacancy.

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