Technical Support Engineer
About The Team
The In-Store Technology organization at DoorDash is committed to building products that help restaurants create magical experiences every day. We are a small, but rapidly growing team of engineers, scientists and builders who are on a mission to fundamentally transform the hospitality industry.
About The Role
We're hiring a Technical Support Engineer to manage and solve client support cases by leveraging technology and software to solve problems and maximize productivity and efficiency for our clients. You'll work closely with our engineering team to provide exceptional technical support while becoming a product expert who contributes to our technical knowledge base and support documentation. This role offers the opportunity to work with cutting-edge hospitality technology while directly impacting client success and satisfaction.
This role is remote eligible and we are ideally looking for candidates located within the EST or PST time zone.
You’re Excited About This Opportunity Because You Will…
- Manage client support cases on a daily basis and document customer interactions. Handle payments cases from investigation to resolution while owning Payment Processor knowledge and contributing to organizational readiness.
- Partner with internal teams including Product, Engineering, Sales, and Customer Success. Identify and resolve Tier 2 product, feature, and integration issues while providing customer feedback to inform the product roadmap.
- Perform detailed QA of application and customer environment issues. Become a product expert and contribute to our technical knowledge base and support documentation.
- Assist with coding and producing out-of-box and custom client projects. Research, diagnose, troubleshoot and identify solutions to resolve system issues using your technical expertise.
- Provide extraordinary customer experiences with tenacity to drive issues to resolution. Author and administer documents for training and knowledge bases while maintaining strong analytical problem-solving abilities.
We’re Excited About You Because…
- You have 3+ years of experience in a technical support role with B2B and/or SaaS experience preferred, plus solid understanding of Javascript
- You have knowledge and experience in APIs (required) with payment-focused technical support experience being a plus
- You have experience in JSON, HTML, Python, including the ability to inspect and diagnose issues in web applications, mobile and data-intensive applications
- You have experience using Zendesk, Jira, and Salesforce (a plus) with commitment to providing extraordinary customer experiences
- You have strong analytical, problem-solving ability paired with excellent organizational skills, verbal ...
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