Responsibilities

• Provide prompt and effective technical support to internal support team members (and less frequently to clients) via phone, email, and chat

• Provide on-call support availability and maintain effective response times to address critical issues outside of regular business hours.

• Troubleshoot and resolve connectivity issues related to APIs, web scraping, and third-party integrations

• Analyze logs, debug code snippets (where applicable), replicating and resolving customer impacting issues 

• Escalate complex or unresolved issues in a timely manner

• Document solutions and contribute to the knowledge base to empower internal stakeholders, clients, and customers and improve team efficiency

• Communicate effectively with internal stakeholders and customers, keeping them informed of the status of their issues

• Engage cross-functionally, via multiple channels, with groups such as Revenue, Product Management, Product Analytics, Platform, and Engineering to address their needs, customer needs, and product improvements

• Stay up-to-date on the latest product features and technologies

• Adhere to defined service level agreements (SLAs) for response and resolution times

• Participate in team meetings and knowledge sharing sessions

• Special projects and other duties as assigned

Qualification/Skill Requirements

• 2-3 years of prior Tier 2 (or higher) Product, Client or Technical Support experience

• Strong understanding of networking concepts, APIs, and web technologies

• Excellent troubleshooting and problem-solving skills

• Ability to analyze log data and debug code snippets (where applicable)

• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences

• Ability to work effectively in a team environment  

• Experience with ticketing systems

• Familiarity with MX products, services, and/or experience in the Fintech industry, is a plus

Standard Expectations

• Adherence to company values and code of conduct

• Remote team members are encouraged to make a reasonable effort to travel to the office for special team and company events

• Professional and courteous communication with customers and colleagues

• Commitment to continuous learning and professional development

• Achievement of performance goals and metrics

• Proactive identification and reporting of potential issues

• Confidentiality of sensitive information

Work Environment

In this role, a significant aspect of the job involves working in the office for a standard 40-hour workweek. We believe that the collaborative nature of our work and the face-to-face interactions among team members are essential for fostering a dynamic and productive work environment. Being present in the office enables seamless communication, facilitates quick decision-making, and encourages spontaneous collaboration that contributes to the overall success of our projects. We value the synergy that comes from having our team members physically together, allowing for immediate problem-solving, idea exchange, and team building.

Compensation

The expected earnings for this role could be comprised of a base salary and other forms of cash compensation, such as bonus or commissions as applicable.

This pay range is just one component of MX’s total rewards package. MX takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location, skillset, peer compensation.

**Please note applicants applying for this position must have the legal right to work in India without the need for sponsorship. We are unable to provide work sponsorship for this role, and candidates should be able to verify their eligibility to work in the country independently. Proof of eligibility to work in India will be required as part of the hiring process.