ABOUT THE COMPANY:
Nymbus (https://nymbus.com/) isn't just a leader in fintech; we're a community of innovators passionate about reimagining banking. Our award-winning modern core platform and cloud-based technology serve as the backbone for financial institutions eager to modernize and excel.Here, you won't just be part of a tech revolution; you'll be at the helm, driving change. You'll fit right in if you're a creative thinker eager to lessen technical debt and elevate agility for banks and credit unions. Our culture thrives on collaboration, integrity, and a client-first approach.Your journey with us won't simply advance your career; it will offer the chance to shape an industry alongside like-minded professionals.
We're excited to consider you a key player in this transformative chapter. Thank you for contemplating a role with Nymbus.
WORK ENVIRONMENT:
We are a remote first company with the exception of a few positions being onsite in our designated locations. The positions which are remote you will need to be able to travel a few times a year. You may be required at times to visit client sites or attend meetings at designated locations with your team members.
POSITION SUMMARY:
As a Product Support Engineer, you will play a crucial role in ensuring the success and satisfaction of our customers by providing exceptional technical support for our products. You will work closely with our engineering, product, and client operations teams to resolve complex issues, enhance product functionality, and improve overall user experience.
KEY RESPONSIBILITIES:
- Customer Support: Provide timely and effective technical support to customers via ticket, email, or phone. Address and resolve customer issues related to product functionality, performance, and usability.
- Troubleshooting: Diagnose and resolve complex technical issues by replicating problems, analyzing logs, and utilizing debugging tools. Collaborate with engineering teams to escalate and resolve critical issues.
- Product Knowledge: Develop an in-depth understanding of our products and stay updated with new features, enhancements, and industry trends. Share knowledge with customers and internal teams.
- Documentation: Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles, to empower customers and internal teams.
- Customer Advocacy: Act as a customer advocate by providing feedback to product and engineering teams based on customer interactions and experiences. Suggest product improvements and new features to enhance user satisfaction.
- Training and Onboarding: Assist in training and onboarding new customers, providing them with the necessary resources and guidance to effectively use our products.
- Process Improvement: Continuously identify opportunities to improve support processes, tools, and workflows to increase efficiency and effectiveness.
REQUIREMENTS:
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Experience: 2+ years of experience in a technical support or product support role, preferably in the fintech industry.
- Technical Skills: Proficiency in SQL, APIs, and troubleshooting software applications. Familiarity with financial systems, payment gateways, and related technologies is a plus.
- Communication: Excellent verbal and written communication skills. Ability to explain complex technical concepts to non-technical users clearly and concisely.
- Problem-Solving: Strong analytical and problem-solving skills with the ability to think critically and creatively to resolve issues.
- Customer Focus: A customer-centric mindset with a passion for delivering exceptional service and support.
- Team Player: Ability to work effectively in a collaborative team environment and build positive relationships with colleagues and customers.
SALARY & BENEFITS:
- $60,000 - $70,000 Annual Salary
- Annual Cash Bonus and Equity Options commensurate with the role level and experience
- 100% Fully Remote
- Robust 401(k) plan with company match
- Insurance - Health, Dental and Vision (Nymbus covers 100% of the Healthcare and Basic Dental premiums)
- Flexible Paid Time Off
Ready to join? We invite you to watch this video and learn who we are and how we build and innovates together!Let’s Go!
