Customer Success Engineer

Classification: Exempt

Summary/Objective

The primary role of a customer success engineer is to provide technical support through advanced troubleshooting, root cause analysis, and code fixes for the Paymentus application. The role requires interfacing with both internal and external clients by email and phone.

Essential Functions/ Responsibilities

Handle cases raised by customers and internal teams for issues with the Paymentus platform

Assess issues and understand the problem

Investigate the root cause of the problem through reviewing logs and data

Provide a workaround or solution to the customer

Design, write, and enhance tools for external and internal usage

Respond to urgent issues raised off hours when on-call

Supervisory Responsibility

None.

Education and Experience

A bachelor's degree in computer science, engineering, or a related field.

2+ years’ experience troubleshooting web stack and web services application issues

2+ years’ experience providing technical support over the phone and email to external clients

1+ year experience with databases and SQL queries

1+ year experience reading or writing object oriented code

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands

This position requires extended sitting and/or standing at a computer workstation.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 40 hours a week. On-call shifts covering nights and weekends are required, rotating on a weekly basis.

Travel

Little to none.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to actual or perceived race,  creed, color, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, national origin, ancestry, citizenship status, religion, marital status, physical or mental disability, military service or veteran status, genetic information, protected medical condition as defined by applicable state or local law, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, access to facilities and programs and general treatment during employment.

Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.