Poynt was founded on the belief that all merchants should have access to innovative technology without compromising on security or user experience. We set out to fix broken commerce infrastructure by bringing developers, distributors and merchants together on an open platform running on top of a smart, all-in-one device. The company has raised over $28 million in venture funding from prominent firms like Google Ventures.
Poynt is building the payment terminal and commerce platform of the future. Some of the largest merchants, developers, banks, and resellers in the world are key partners on this platform, and we aim to provide an incredible level of insight and control to each of these parties over their highly unique use cases and concerns.
Our real-time data pipeline ingests, normalizes, and aggregates billions of events from our apps and Smart Terminal, and deliver instant insights and trigger alerts on web/mobile apps for each of our customer types. We constantly tread the line between performance and scalability, using many different backend tools and optimizations to produce the most useful yet fastest interfaces and alert
With our founder and CEO Osama Bedier — former head of Google Wallet and long-time PayPal senior executive — we strive to create tools that will help merchants thrive in today’s evolving and connected commerce world.
Though we are quickly growing, one thing remains constant: we are a family. We approach challenges and opportunities head on, all the while growing and evolving as individuals and a company. Our culture has allowed us to recruit the best talent from prominent tech companies like Google, PayPal, Visa, Square and others.
About the Job
We are currently hiring for Technical Support Engineers in our new Palo Alto office at 4151 Middlefield Road. Technical Support Engineers will back up remote teams of Service Specialists, and coordinate customer escalations with our Engineering team. You'll be the glue between direct support for customers and technical solutions with engineers. You'll diagnose issues in our code, file bugs, and follow up on resolution. You'll also make suggestions, based on what you're hearing from customers, for how to improve our products.
We are looking for people who empathize with customers and who get satisfaction from resolving their technical and non-technical issues, while at the same time who enjoy solving puzzles and working on improving a product through direct customer feedback. The ideal candidates can both diplomatically handle a customer escalation, and dive into technical solutions and talk to an engineer about the root cause of the issue. Your performance will be judged both by the quantity and quality of your customer interactions, as well as the value of the suggestions you make for improving the product.
The end-users of our products are merchants primarily in retail and restaurant settings, and so experience working a cash register and accepting credit card payments from consumers is very valuable, though not required. At the same time, you will be supporting our distribution partner sales and support teams, and our second level Service Specialists, so you will interact with business people who expect a certain level of professionalism from their service providers, and with support teams who expect a level of attention-to-detail and efficiency.
Respond promptly to escalations
Assess customer needs accurately
Diagnose issues at code level
Troubleshoot and creatively problem solve
Communicate solutions and answers clearly and effectively
Document actions taken, category of issue, and solutions researched
Make useful suggestions for improvements to processes and systems
Make valuable recommendations to product and engineering teams for product improvements
3+ years of experience working in a Technical Support/NOC role
Love of learning and ability to adapt to a changing technology
Passion for technology
Have solid understanding of RESTful APIs, HTTP protocol and other web technologies
Have some understanding of Java and Android
Able to diagnose issues and assess impact using logs and monitoring tools
Able to run SQL queries to assess scope of a problem
Have some experience writing software and/or building web or mobile apps
Are patient, attentive to details, and an effective communicator
You’re able to work with a high degree of autonomy and limited supervision
Empathy for customers and business professionalism
Bonus: Experience working in a retail setting in a checkout line
College degree or equivalent