Merchant Technical Support Analyst

We are Paramount Commerce, a leading fintech company focused on simplifying payments in Canada. Since the early 2000s, we have redefined online purchasing by introducing a way to pay directly from a bank account, bypassing credit cards or e-wallets. Our commitment is to provide the highest standards of security and risk management that support seamless payments and rich data.

As we strengthen our position in Canada, we are strategically positioning ourselves for global expansion. To achieve our goals, we are seeking talented professionals who can push the boundaries of innovation, contributing to our growth across Canada and worldwide. Join us at Paramount Commerce, where we not only follow fintech trends but shape them.

We are seeking a Merchant Technical Support Analyst in India to join our Merchant Technical Support team. In this role, you will be responsible for providing technical assistance and support to merchants who use our products. You will also play a key role in handling technical escalations that are received both internally and externally.

What will you do?

• Act as the primary point of contact and resolution owner for complex technical inquiries from merchants, providing timely and effective assistance.
• Effectively troubleshoot and diagnose issues encountered by merchants, utilising deep technical troubleshooting abilities, including log analysis, to identify root causes.
• Utilise the Salesforce system provided to track, manage, and escalate issues, ensuring adherence to SLA for issue resolution.
• Collaborate cross-functionally with Platform, Product, and Engineering teams to analyse potential bugs and devise solutions, ensuring swift resolution of critical product issues.
• Continuously improve processes and streamline workflows to enhance efficiency and effectiveness in supporting merchants.
• Work with the team to address individual as well as team backlog, prioritising tasks effectively to meet business objectives.
• Build, analyse, and maintain SQL queries to troubleshoot and resolve issues, demonstrating proficiency in SQL and application support.
• Develop and execute test scripts using API guides for specific tests, ensuring thorough testing of product functionalities.
• Familiarity with Datadog logging and setting up alerts, dashboards, etc., to monitor system performance and address issues proactively.

You will have/be:

• Bachelor's Degree or Diploma in Computer Science or Computer Engineering field.
• 3-4 years of relevant experience working directly in a Technical Support role.
• Exceptional customer service and verbal/written communication skills.
• Ability to manage multiple tasks with high attention to detail and accuracy within specified timeframes.
• 2-3 years of experience in SQL and application support, with proficiency in understanding and writing SQL queries.
• Experience with system monitoring tools, ticketing platforms (e.g., ZenDesk, Salesforce), and AWS and Datadog.
• Willingness to work rotating shifts including weekends.
• Prior experience working with Teleport and Postgres database.
• Familiarity with Rest APIs, Atom, Postman, Linear, Notion, etc.

At Paramount Commerce, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We are committed to creating a place for our employees to be their authentic selves. We believe diversity of thought, background, and experience are essential to achieve our mission to simplify payments.