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Integration Support Engineer

The Role

The Integration Support Engineer will act as an advocate for our customers and their day-to-day needs. This individual will provide exceptional customer service to existing and potential Payfirma clients to help them grow and accelerate their business. Daily responsibilities will include working with sales and first-level support to troubleshoot software partners’ integration issues with our APIs, working with developers to build tools to better support our API, assisting in escalated support cases with regard to our API integration, and providing feedback to the product development team on new feature requests. This position will include technical research and support responsibilities, specifically regarding integrations using our API.

Primary Responsibilities

Serve as the primary customer-facing resource for technical support questions and API support
Provide exemplary support for Payfirma APIs and integrations through email
Troubleshoot escalated integration support cases with the support development teams
Participate in development sprints to build tools to support Payfirma APIs and eCommerce integrations
Liaise with account managers to launch integrations on new accounts
Collect, test, and document customer feedback to support consistent improvements in the product and customer experience
Develop and execute initiatives to reduce support inquiries and increase customer satisfaction
Assist with documenting new products and features for product releases when needed

Education, Skills, and Requirements

A degree or diploma in computer science, software engineering, or a related field
5+ years of software development experience using any OO or functional language
3+ years experience of technical support for a large multi-tenant web application
Experience with supporting or debugging OAuth2 or OpenID Connect
Experience with troubleshooting RESTFul API using tools like Postman
Experience with SQL, with the ability to write simple CRUD statements
Experience working in an Agile environment such as Scrum, XP, Kanban
Exceptional communication skills, both written and verbal
Multitasks, prioritizes, and meets deadlines in a timely manner
Familiarity with Point of Sale (POS) technology and integrations
Comfortable identifying creative, out-of-the-box solutions to meet client needs
A proven track record of delivering outstanding customer service
Exceptionally strong work ethic and ability to be flexible on working hours
Driven by data and trends and excited by working hypotheses and experiments
A positive, energetic, and outgoing personality

Working at Payfirma

Payfirma supports a healthy lifestyle and culturally diverse environment. Located in the heart of Vancouver’s lively financial district, Payfirma is walking distance from beaches, shops, restaurants, and public transit. We strongly believe in internal growth, and by allowing our Payfirmites to be promoted within, we encourage lifelong learning.

Enjoy a rewarding and challenging start-up environment filled with fun perks!

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