Customer Service Engineer

Summary

Moov provides a platform that helps businesses integrate financial services through payments and banking solutions. The Customer Service Engineer supports customers by troubleshooting SDK, API, and frontend integration issues, developing proof-of-concept implementations, and collaborating with Product and Engineering teams to improve documentation and technical support processes.

Responsibilities

• Provide responsive, empathetic, and clear technical support to Moov customers via our modern multi-channel support platform that pulls together email, Slack, web forms, & in-app help
• Maintain aggressive time to first reply and time to resolution and CSAT objectives
• Troubleshoot and resolve customer issues related to the Moov SDKs, APIs, and other tools
• Debug and solve technical issues in frontend environments, particularly around JavaScript frameworks, libraries, and integrations with Moov’s solutions
• Develop proof of concept implementations to assist in sales & implementations
• Offer guidance to customers on implementing Moov’s SDKs, ensuring best practices in their integration
• Collaborate with technical writers in building public FAQ and internal knowledge bases to front the support team
• Collaborate with the Product teams to improve documentation based on recurring customer questions and issues
• Collaborate with Engineering teams to troubleshoot, resolve, and prevent technical issues by providing detailed problem analysis, participating in root cause analyses, and advocating for customer-centric improvements.Pattern-match recurring issues to assist the product team in solving the right next problems for our customers
• Stay updated on Moov’s new features and functionalities to support customers effectively
• Contribute to internal tooling and resources that streamline technical support processes

Skills

• 2-3 years of experience as a frontend engineer or in a similar technical role
• Proficiency in JavaScript, HTML, CSS, and modern frontend frameworks
• Familiarity with RESTful APIs and how to interact with them
• Proficiency with tools like Postman for reproducing API issues without writing code
• Basic understanding of Git and version control workflows
• Strong analytical and debugging skills
• Excellent written and verbal communication skills to explain complex technical topics to different audiences
• Experience writing SQL is a plus & will otherwise be taught

Qualifications

Must Haves

• 2-3 years of experience as a frontend engineer or in a similar technical role
• Proficiency in JavaScript, HTML, CSS, and modern frontend frameworks
• Familiarity with RESTful APIs and how to interact with them
• Proficiency with tools like Postman for reproducing API issues without writing code
• Basic understanding of Git and version control workflows
• Strong analytical and debugging skills
• Excellent written and verbal communication skills to explain complex technical topics to different audiences

Nice to Haves

• Experience writing SQL is a plus & will otherwise be taught

Benefits

• 100% remote. We make remote-work work.
• We match what you contribute to your 401(k) up to 5% of your salary
• Generous parental leave
• Competitive health, dental, and vision insurance plans
• Unlimited PTO, paid holidays, and sick leave
• Learning stipend and a culture that encourages and promotes professional growth and development
• Home office stipend
• Ownership in the company via employee stock options
• Culture of people helping people who give first, celebrate wins together and embrace autonomy, transparency, and trust
• The opportunity to join an experienced and ambitious team passionate about solving customers’ needs and who love what they do
• Partner with a community of 2000+ developers around the world, helping them focus on possibilities vs payments