Technical Support Engineer, EverCommerce Payment Solutions – Remote (US)

EverCommerce [Nasdaq: EVCM] is a leading service commerce platform, providing vertically tailored, integrated SaaS solutions that help more than 600,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. Specializing in Home & Field Services, Health Services, and Fitness & Wellness industries, EverCommerce solutions include end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

We are looking for a Technical Support Engineer for EverCommerce Payment Solutions.

As a member of our engineering team, you will work alongside developers and quality assurance engineers to take ownership of support requests and see problems through to resolution. This role serves as a technical resource bridging the gap between engineering and teams that represent our end-users, such as customer care and product. You are motivated to become an expert of our products and identify solutions to issues that are impacting the businesses that depend on them. Our ideal candidate is technically proficient and capable of reading logs, understanding database models, and doesn’t hesitate to jump into code.

Responsibilities:

• Work with a team of payments industry experts to support sophisticated API and SaaS products

• Perform initial assessment and prioritization of support requests

• Conduct thorough and detailed troubleshooting and debugging to resolve issues

• Document the problem, solution, steps followed, and all interactions related to support requests

• Collaborate with solutions and integrations engineers to provide guidance for partners integrating to our APIs and checkout solutions

• Elevate our technical support process and drive continuous improvement to facilitate our growth

• Advocate on behalf of the customer with development and product teams

Skills and Experience needed for success in this role:

Must Haves:

• Degree or diploma in Information Systems, Computer Science, Engineering, or related field

• 3+ years of professional technical support or software development experience

• Excellent verbal and written communications skills to interact with all teams and levels

• Exceptional software troubleshooting, testing, and debugging skills

• Experience with performance monitoring tools, such as Splunk or Datadog

• Experience with object-oriented languages, such as C#, Java, or Python

• Experience in front-end languages and frameworks, such as JavaScript, TypeScript, Angular, or React

• Working knowledge of RESTful services and Services-Oriented Architecture

Nice to Haves:

• Background in ecommerce applications

• Experience with Jira Service Management, Zendesk, or other ITSM services

• Working knowledge of .NET and database development using SQL Server

• Experience with NoSQL document stores, such as MongoDB or CouchDB

• Experience with search engines, such as Elasticsearch or OpenSearch

• Experience working in Agile development frameworks

Where:

The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits & Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Continued investment in your professional development through Udemy
• Robust health and wellness benefits, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program
• Student Loan Repayment Program

Compensation:

The target base compensation for this position is $70,000 – $85,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.