Tech Support Analyst

작업 내용

Paramount Commerce is a global payments technology company providing a safe and simple way to integrate bank account-based payments. As a leading solution in both iGaming and sports betting, we are trusted by industry-leading brands such as DraftKings, theScore, PartyPoker, and Bet365.

The online gaming industry is at the forefront of innovation in alternative payments, and our team continues to do what’s never been done before. We are looking for world-class people who want to help us solve for success together, and create raving fans of merchants and consumers. Join our global team of smart, dedicated people on a mission to simplify payments!

We are seeking a Tech Support Analystto join our team in our Toronto office. You will play a key role in supporting and improving our Merchants’ experience.

Due to COVID-19, the position is remote until further notice.

What you will do?

• Act as the main point of contact and resolution owner for complex technical enquiries from Merchants
• Effectively troubleshoot and diagnose issues encountered by Merchants and identify the root causes
• Develop and maintain a strong technical understanding of our products and technologies
• Provide the best and accurate solutions to Merchants
• Manage and direct incoming calls and client tickets through the tracking system
• Work cross-functionally with the DevOps, Product, and Engineering teams to analyze potential bugs and to come up with solutions
• Perform post-deployment testing and validation to ensure the product performance is not affected
• Escalate and track critical product issues to ensure production issues are addressed swiftly
  

Who You Are

• You can keep up with the pace of change
• You communicate effectively
• You enjoy helping and supporting your coworkers
• You continuously evolve and adapt to benefit our consumer
• You pursue everything with positive energy and drive
  

What We Are Looking For

• A Degree/Diploma in Computer science or Technical field
• 2+ years experience working in fintech, or in a similar tech support role
• Knowledge of SQL or other databases
• Experience building advanced, complex SQL queries for reporting purposes
• Experience troubleshooting data-related questions using reports, dashboards, and direct database querying
• System Monitoring, including application and database performance monitoring
• Able to effectively communicate with non-technical individuals as well as developers (verbal and written communications)
• Hands-on experience working with a ticketing platform such as ZenDesk or Salesforce (asset)
• Familiarity with API’s, Atom, JIRA, Confluence etc. (asset)
• AWS, Datadog experience (asset)
  

At Paramount Commerce, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We are committed to creating a place for our employees to be their authentic selves. We believe diversity of thought, background, and experience are essential to achieve our mission to simplify payments.