Technical Support Analyst L1.5

At Teampay, we're changing spend management by empowering finance teams with proactive controls and real-time visibility—without restricting employee autonomy. As part of the Paystand family, our innovative approach is transforming how businesses manage their suite of financial operations.

**Why Teampay?**

**What We Do**: We deliver a modern spend management platform that streamlines purchasing from request to payment and reconciliation. Our platform ensures that all spending is pre-coded and pre-approved, giving finance teams control while employees enjoy a frictionless experience.

**Why We Do It**: We believe finance teams deserve tools that match the agility of modern business. We're simplifying spend management with intuitive, software-powered solutions that make financial operations more efficient and user-friendly.

**How We Do It**: By combining proactive controls with real-time visibility, we enable finance teams to manage spending effortlessly. As an integral part of the Paystand ecosystem, we come together to give finance professionals a full suite of solutions.

**Our Expanding Ecosystem**: Teampay is a key player in Paystand's growing global network. Alongside Yaydoo, we're creating a powerful ecosystem designed to transform capital efficiency and drive business growth worldwide.

**Join Us**: Be part of something bigger. Help us rethink how finance teams manage spending.

**Role at a Glance**:
Teampay is seeking a Customer-Facing **Technical Support Analyst (Level 1.5)** to deliver an exceptional customer experience across technical and financial workflows in a fast-growing fintech environment. This hybrid role combines Tier 1 responsibilities with advanced troubleshooting, internal tooling fluency, and proactive contributions to documentation, product feedback, and support automation.

This position is perfect for a technical problem-solver who thrives on tackling complex issues, has a natural curiosity for how systems work, and wants to grow into deeper technical or operational roles.

**Responsibilities**:
Customer Support & Troubleshooting:

- Serve as the first point of contact for technical inquiries through Zendesk, Slack, live chat, and occasionally video or phone.
- Use internal tools like Forest Admin, Appsmith, and Metabase to diagnose issues related to integrations, data, and platform behavior.
- Deliver timely and empathetic support with clear, non-technical explanations when needed.
- Manage fraud, disputes, and chargebacks in coordination with customers and internal risk teams.

Advanced Troubleshooting & Escalations:

- Triage, investigate, and resolve advanced support cases, including data inconsistencies, platform behaviors, and integration errors.
- Analyze logs, inspect API payloads, and debug basic code snippets (JavaScript, HTML).
- Escalate high-complexity issues via Jira, working with L2/L3 teams, product, and engineering.
- Identify bugs, recommend fixes, and test solutions in sandbox environments.

Documentation Leadership & Process Enablement:

- Take initiative in identifying gaps in internal and external documentation — be the first to draft or refine Help Center articles based on real-time customer feedback.
- Champion Help Center improvements by proactively updating or authoring resources that reduce ticket volume and enable self-service.
- Maintain internal documentation in Guru and Notion, ensuring cross-functional teams have access to accurate, up-to-date information.
- Document recurring issues and new learnings to fuel internal training and tooling improvements.

Merchant & Financial Workflow Support:

- Support customers with ERP and payment system integrations, transaction flow issues, and reconciliation concerns.
- Develop expertise in Teampay's platform features, financial services, and AP/AR processes.

Mentorship & Growth:

- Share knowledge with L1 peers to improve team capacity and response quality.
- Identify opportunities to automate repetitive tasks or enhance tooling through scripts or integrations.
- Meet or exceed KPIs in CSAT, response time, resolution rate, and ticket quality.

**Minimum Qualifications**:

- Proficiency with web technologies (JavaScript, HTML, CSS) and debugging browser issues.
- Experience troubleshooting APIs and integrations.
- Familiarity with databases and query tools (SQL or similar).
- Strong communication skills across technical and non-technical stakeholders.
- High emotional intelligence and customer-first mindset.
- Experience with support platforms like Zendesk, Jira, or Slack.

**Preferred Qualifications**:

- Experience with ERP systems such as NetSuite, Sage, Acumatica, or Microsoft Business Central.
- Knowledge of fintech workflows, especially accounts payable and receivable.
- Familiarity with fraud and dispute handling in payments.
- Exposure to tools like Postman, browser debugging consoles, or scripting in Python or Bash.
- Experience using or contributing to internal tooling platforms like Appsmith or F