• Location
    • San Francisco
  • Date Posted
  • Jun. 9, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Financial Services

Our mission is to make buying online faster, safer and easier for everyone. Fast Login and Fast Checkout enable a one-click sign-in and purchasing experience that makes it easier for people to buy and merchants to sell. The company’s products work on any browser, device or platform to deliver a consistent, stress-free purchasing experience. Fast is entirely consumer-focused and invests heavily in its users’ privacy and data security. Headquartered in San Francisco but open to a globally remote workforce, we are a founders-led, privately held company funded by Stripe, Index Ventures, Susa Ventures and other world-class investors.

We are committed to diversity and inclusion, and demonstrate our values through equitable pay, fantastic benefits, and access to all reasonable accommodations.

Summary

The Fast Production Support Team at Fast is at the center of the technical customer experience for Fast. We strive in providing the highest quality technical service to our internal teams and customers. The Production Support Engineer will be a key member of this team and play a critical role in managing the technical needs of the Fast internal team and customers.

Responsibilities

  • Provide high-quality support to our customers
  • Respond to inquiries internally and externally
  • Take ownership of responding to product inquiries, issues, and escalations
  • Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues
  • Work cross-functionally to resolve issues and provide customer care
  • Become a Fast product expert
  • Assist in monitoring production transaction volume, functionality, capacity, and performance
  • Assist in responding to alerts, data, and trends that have customer impact
  • Coordinate and execute internal projects to better improve the support process
  • Be proactive in monitoring, optimizing issuer resolution, and implementing corrective action planning
  • Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support related issues and improvements
  • Provide incident management support for escalations and product issues
  • Building technical work-around and tools that can help with quick triaging and support efficiencies

Requirements

  • 3+ years of experience in technical support, product technical support for B2B customers
  • Committed, flexible, and with demonstrated ability to maintain high levels of productivity with minimal supervision
  • Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.)
  • Comfortable working within a Linux environment
  • Intermediate SQL knowledge (MySQL or Postgres experience preferred)
  • Scriptwriting - Python, Ruby, shell, etc.
  • Experience with logging and monitoring tools such as DataDog, New Relic, Splunk, Elasticsearch
  • The ability and desire to learn new technologies and tools
  • Ability to work in a customer-facing role, with strong written and verbal communication skills, with the ability to listen, show empathy and also be able to converse with both internal and external technical and non-technical stakeholders
  • Enjoy working in a team environment

Bonus

  • Experience in e-commerce, payments, and accounting
  • Experience with Zendesk, Salesforce, Jira, and Confluence
  • Experience with Tableau
  • Experience working at high growth startup
  • Benefits and Perks- Because People Matter
  • Comprehensive insurance (paid 99% by the company) with no deductible, and 10 dollar copays
  • Globally remote with flexible work schedules to fit your needs
  • Generous paid parental/family leave for all caregivers- up to 12 weeks
  • 401k with match up to 4%
  • Equity grant with possibility of refresher
  • People-focused PTO that you determine- time off is there when you want it, when you need it
  • Frequent inclusive events scheduled to allow everyone to express their voice (or dance skills)
  • Monthly exercise and internet stipends---and snacks