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**:
**Responsibilities**:
Primary Front-Line Support:

- Deliver exceptional service while resolving technical and non-technical issues, ensuring customer satisfaction.
- Handle customer communications with professionalism and empathy, even in challenging situations.

Advanced Troubleshooting & Escalations:

- Triage, investigate, and resolve technical issues beyond basic troubleshooting.
- Analyze API logs, resolve data discrepancies, and debug JavaScript or HTML issues.
- Collaborate with Level 2 Support Engineers to address highly technical cases, gaining exposure to code fixes and database queries.

Product & Process Improvement:

- Create advanced internal and external resources, including detailed troubleshooting guides and customer FAQs.
- Analyze recurring issues, recommend process improvements, and provide feedback to cross-functional teams (product, engineering, and support).
- Contribute insights that enhance product functionality through feedback loops and roadmap discussions.

Mentorship & Knowledge Sharing:

- Offer guidance and technical training to Level 1 analysts to enhance the overall team capability.
- Identify opportunities to automate common support tasks, collaborating with operations and engineering to implement solutions.

Merchant & Integration Support:

- Support complex merchant configurations, including ERP integrations and payment workflows.
- Work closely with customers to troubleshoot issues related to platform usage, integrations, and transactional flows.

Performance & Development:

- Meet or exceed individual and team KPIs, focusing on customer satisfaction, response times, and technical escalation handling.
- Actively pursue opportunities for growth, preparing for advancement to Level 2 support roles.

**Minimum Qualifications**:

- Proficiency in web technologies (JavaScript, HTML, CSS) with the ability to debug code snippets.
- Familiarity with APIs and troubleshooting integration issues.
- Basic understanding of database querying (SQL or similar).
- Strong verbal and written communication skills, capable of explaining technical concepts to non-technical users.
- Proven problem-solving skills and the ability to manage multiple priorities.
- Experience using support tools (e.g., Zendesk, Jira).
- High level of empathy and composure when handling customer interactions.

**Preferred Qualifications**:

- Experience with ERP systems (NetSuite, Sage, Acumatica, Microsoft Business Central).
- Understanding of fintech workflows and accounts receivable processes.
- Scripting knowledge (Python or Bash) is a plus.
- Familiarity with API testing platforms (Postman) and browser debugging tools.
- Relevant technical certifications are a bonus but not required.

**Key Attributes for Success**:

- Passion for helping customers and solving complex problems.
- Ability to thrive in a fast-paced environment while maintaining attention to detail.
- Willingness to learn, grow, and take ownership of challenges.
- Effective collaborator with a continuous improvement mindset.

**Some Perks**:

- Enjoy generous PTO and sick leave, because we believe in balance.
- Fuel your days with free snacks and paid lunches in the office.
- We've got your health covered with Major Medical Health Insurance.
- Stay nourished with food vouchers and plan for your future with savings funds.
- Unlock stock options and own a piece of our success
- Work with the best tools and equipment, setting you up to thrive.
- And the best part? Endless growth opportunities await you as we rapidly expand

If you're passionat