Technical Support Representative

We provide the global commerce tools people need to build businesses, accept payments, and enable commerce for their users. It’s the simplest way to get paid for your great ideas -- across any device, and through almost any payment method. Merchants in more than 40 countries worldwide can accept, split, and enable payments in more than 130 currencies using Braintree.

We're looking for a highly technical problem solver who doesn’t require a script or an owner’s manual to help clients integrate and navigate our solutions. Beyond the technical skillset, we are looking for someone who can delight our customers with promptness, thoroughness, accuracy and even the occasional pun. The role encompasses all manners of problem solving.

* Field support calls and emails from developers and business users about account integration and functionality. * Assist customers with our API. You’ll be intimately familiar with the API. * Train merchants on our software's functionality. * Research and implement improvements to internal documentation and training processes. * Perform analysis to help merchants improve their approval ratios and help them make more money by way of our software. * Update customer account information including address, banking details, etc. * Work to continuously learn about the industry in hopes of quickly becoming an expert * Proactively look for ways to improve internal processes in an effort to increase efficiency. * Participate in a support retrospective where all functions of the group are reviewed and improvement action items are established. * Engage in software development discussions to create/improve our systems * Receive requests for technical assistance and problem resolution and collected detailed information to categorize requests in order to determine method of resolution * Problem Solve like it’s your job, because….well, it is.

* Must be a self-starter and self-learner. Those that require a playbook need not apply. * Technical ability and comfort like no other. You should feel brave leaping into a technical abyss. * Someone who is routinely the Tech Support hotline for his/her family and friends. * 2+ years experience in a technical role that put you in direct contact with customers or clients. * Resourcefulness that puts Angus MacGuyver to shame. * Someone who is secure in their ping-pong playing abilities. Watch out. You might get schooled. * Someone who possesses infinite patience and devotion to those he/she serves. * Comfortable with a flexible work schedule. We may eventually open up our hours of service and you’d help us with that.