GoMotive

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Motive empowers physical operations with tools for safety, productivity, and profitability. This Lead Technical Support Engineer role is a senior subject matter expert, providing complex technical support and troubleshooting product-level bugs. Responsibilities include leading, mentoring, and training other technical support engineers, collaborating with engineering teams, and driving continuous improvement in support processes. The role requires deep product understanding, excellent communication, and participation in on-call rotations to ensure minimal user disruption and high customer satisfaction.

<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About the Role:</h3>The Lead Technical Support Engineer role is a senior subject matter expert responsible for providing complex technical support for a range of products and services. As an L4 support engineer, the Lead Technical Support Engineer is the go-to individual for troubleshooting complex issues or product-level bugs that cannot be resolved by Technical Support Engineers.In addition to managing, tracking, diagnosing, and troubleshooting high-level cases for Technical Support Engineers, the Lead Technical Support Engineer also provides leadership to the technical support team. This includes mentoring, training, and coaching other technical support engineers, helping them to develop their skills and expertise.One of the key responsibilities of the Lead Technical Support Engineer is to collaborate with engineering teams across the company, including product development, quality assurance, and Backend teams, to identify and address technical issues that are affecting customers.The Lead Technical Support Engineer is also responsible for driving continuous improvement in the technical support process. This includes identifying and analyzing trends in customer issues, creating and implementing new support processes and procedures, and working closely with the Technical Lead to ensure that technical support is aligned with the company's overall strategy and goals.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What You'll Do:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Must have a deep understanding of the product, be able to analyze and diagnose complex issues, and provide solutions that minimize user disruption.</li><li class="leading-relaxed">Identify and resolve complex technical issues as well as product-level limitations that cannot be resolved by Technical support engineers.</li><li class="leading-relaxed">Responsible for creating and maintaining technical documentation for internal and external use. They must ensure that documentation is up-to-date, accurate, and easy to understand.</li><li class="leading-relaxed">Work closely with cross-department teams, such as product development, quality assurance, and backend engineering teams, to identify and address technical issues that are affecting customers.</li><li class="leading-relaxed">Must have excellent communication and collaboration skills to work effectively with different teams.</li><li class="leading-relaxed">Provide leadership and mentoring to Technical Support Engineers. They must share their knowledge and expertise to help other team members improve their technical skills.</li><li class="leading-relaxed">Responsible for identifying opportunities for process improvement and driving changes to improve the efficiency and effectiveness of technical support. They must have a continuous improvement mindset and be able to work collaboratively with different teams to implement process changes.</li><li class="leading-relaxed">Required to participate in on-call support rotations to provide 24/7 support to incoming escalations during business hours as well as after hours. They must be available to respond to urgent support requests and be able to resolve issues in a timely manner.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What We're Looking For:</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Minimum 3-year tenure in Technical Support | Customer Support</li><li class="leading-relaxed">Respond to customer inquiries and issues: Provide timely and accurate responses to customer inquiries and issues via phone, email, or chat.</li><li class="leading-relaxed">Diagnose and troubleshoot technical issues: Use technical knowledge and analytical skills to diagnose and troubleshoot technical issues. Identify root causes of problems and develop effective solutions to address them.</li><li class="leading-relaxed">Escalate issues as needed: When an issue cannot be resolved at the Technical Support level, escalate the issue to the appropriate team or personnel. Provide detailed information about the issue and steps taken to resolve it.</li><li class="leading-relaxed">Document technical issues and solutions: Maintain detailed records of customer inquiries, issues, and solutions in a ticketing system or other databases. Ensure that information is accurate, up-to-date, and easily accessible to other team members.</li><li class="leading-relaxed">Collaborate with cross-functional teams: Work closely with other teams, such as Tier 1 support, engineering, and product management, to resolve complex issues and improve customer support processes.</li><li class="leading-relaxed">Contribute to knowledge management: Develop and update knowledge base articles, FAQs, and other support materials to help customers resolve common issues independently.</li><li class="leading-relaxed">Provide excellent customer service: Maintain a positive and professional attitude while providing customer support. Strive to exceed customer expectations and provide a high level of customer satisfaction.</li><li class="leading-relaxed">Participate in on-call rotation: Be available to provide technical support during off-hours, weekends, and holidays as part of an on-call rotation schedule.</li><li class="leading-relaxed">These responsibilities require excellent communication and problem-solving skills, technical knowledge and analytical skills, attention to detail, and the ability to work well in a team-oriented environment.</li></ul>

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The Senior Software Engineer - Risk Onboarding role at Mercury focuses on preventing money laundering and financial crimes by building and evolving identity verification and monitoring systems. This position involves working with cross-functional partners to create an elegant, secure, and user-friendly system for customers and internal agents. The ideal candidate will join a growing team of full-stack product engineers, take strong product ownership, and collaborate closely with designers and product leaders to ship scalable experiences.

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Are you fascinated by shows like Breaking Bad or Ozark and wonder how financial institutions deal with risky behavior? The Risk Onboarding team is the front line of defense for preventing money laundering and financial crimes, building systems to verify that someone is who they say they are and that we are allowed to do business with them.At Mercury, we are committed to crafting an exceptional banking* experience for startups. Our team is passionately focused on ensuring our products create a safe environment that meet the needs of our customers, administrators, and regulators.*Mercury is a financial technology company, not a bank. Banking services provided through Choice Financial Group, Column N.A., and Evolve Bank & Trust, Members FDIC.As part of this role, you will:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Build and evolve identity verification and monitoring systems, working with cross-functional partners to build an elegant system for customers and internal agents that not only meets, but exceeds industry standards in security and user experience.</li><li class="leading-relaxed">Join a team of experienced full stack product engineers growing from 3 to 5.</li><li class="leading-relaxed">Feel a strong sense of product ownership and actively seek responsibility – we often self-organize on small/medium projects, and we want someone who’s excited to help shape and build Mercury’s future.</li><li class="leading-relaxed">Work closely with designers and product leaders to ship lovable and scalable experiences.</li></ul>The ideal candidate for the role:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Has at least 5 years of full-stack development experience, with excitement to learn and work with Haskell, React, and TypeScript. Comfort coming up to speed quickly on programming languages, libraries, and mature code bases is essential.</li><li class="leading-relaxed">Is passionately product minded and has experience building and shipping new products.</li><li class="leading-relaxed">Empathizes with users and can channel their perspective to build lovable products.</li><li class="leading-relaxed">Can balance tradeoffs and find creative solutions to accomplish goals.</li><li class="leading-relaxed">Communicates and collaborates effectively with peers and cross functional counterparts.</li></ul>The total rewards package at Mercury includes base salary, equity, and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.Our target new hire base salary ranges for this role are the following:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">US employees in New York City, San Francisco, Los Angeles and Seattle: $166,600 - $208,300</li><li class="leading-relaxed">Canadian employees (any location): CAD $157,400 - $196,800</li></ul>Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using <a href="https://getcovey.com/product/covey-scout-inbound" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">Covey Scout for Inbound</a> on January 22, 2024. Please see the independent bias audit report covering our use of Covey <a href="https://getcovey.com/nyc-local-law-144" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">here</a>.#LI-RA1

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