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Software Support Engineer

Rain Instant Pay
Nashville, TN
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Rain is a venture-backed fintech with a mission to kill predatory financial products like payday loans. Our first product gives employees instant access to their wages, which solves a major problem for real people (115 million American workers are living paycheck-to-paycheck). Rain is the fastest-growing startup in the category and was incubated with QED Capital, a top fintech venture fund.

Our team culture is rooted in a deep commitment to Shokunin, the Japanese philosophy of giving your very best for the general welfare of people. Other core values at Rain: radical transparency and zero ego.

Support Support Engineer

We are looking for a mid level Support Engineer to work in our Customer Service escalated support group, inside our Engineering organization. You will help us to diagnose customer issues, interacting with our level 1 support team, fix configuration and data issues and escalate more complex issues to our core engineering teams. We want your help ensuring our users get the help they need very quickly, and that we will have an efficient process that can scale as we grow. You will work together with other Support Analysts, Scrum Masters and Engineers from all of our squads, supporting our United States operation. We strongly believe in the importance of having close contact with our users, so you will talk a lot with our operational people in the United States, in English, to understand issues from admin users and end users.

 

Responsibilities

  • Analyze, diagnose and fix issues from escalated tickets that don't require a coding fix

  • Interact with business area and level 1 support to understand and clarify escalated tickets

  • Provide details about analysis already done before escalating to core engineering teams

  • Classify, monitor and organize tickets according to root cause and other variables

  • Monitor logs and alerts to proactively fix issues before they are escalated

  • Provide documentation and take other proactive actions to prevent new tickets to be escalated

  • Provide input for teams on common issues and requirements for better support (e.g. better logging)

 

 

Skills and Qualifications

  • Great verbal and written communication skills

  • Great level of organization, discipline and analytical thinking to diagnose complex issues

  • Proven work experience diagnosing technical issues and interacting with support and engineering teams

  • Accessing and querying SQL databases

  • Basic programming logic and use of scripts for automation (junior level)

 

Plus

  • Experience with AWS as a cloud provider

  • Experience with Postgres and/or DynamoDB

  • Experience with Jira as a ticketing system

  • Previous experience in startups

  • Previous experience in fintech or other financial services companies

 

The Rain Instant Pay app provides early wage access for employees at mid to large-sized organizations to improve financial wellness and increase employee productivity.

With 63% of Americans living paycheck to paycheck, financial wellness tools are an important part of any employee benefits package. Rain works by giving advances on upcoming paychecks; it is not a loan and there is no interest. Employees pay a small fee for this service, which is healthier than payday loans. 

Rain's mission is to regrow financial freedom by giving people full control over their income and to put an end to predatory financial products, replacing them with on-demand pay.

Find out more at https://rain.us, LinkedIn, Facebook, Twitter, Instagram, and YouTube.

Rain Instant Pay

Address

Nashville, TN
USA

Industry

Technology

View all jobs at Rain Instant Pay