Support Engineer, Associate

Support Engineering at PayIt

When a resident can't renew a license, pay a property tax bill, or clear a court fee, the problem lands with us. Support Engineering is the technical layer between our government clients and the platform that serves millions of their residents. We reproduce and diagnose real bugs, dig through APIs, logs, and data to find root causes, and turn what we learn into fixes, documentation, and clearer answers for the people relying on us. The work is technical, the stakes are real, and the impact is public. If you like solving hard problems and writing like a human while you do it, this is a good place to grow.

What You’ll Be Doing:

• Solve client issues by developing expertise in relevant product areas and by troubleshooting complex client issues.
• Identify, reproduce, and document bugs for the Engineering and Product teams to support quicker customer resolutions and improve our ability to mitigate customer friction.
• Create and maintain high quality documentation to support new and existing feature launches, often working with Product and Engineering.
• Become a specialist in API- or integration-related product features and troubleshoot complex client issues by reading documentation, building test apps, narrowing in on reproducible steps, and collaborating with others.
• Provide fast, accurate and personalized communication to clients through email.
• Empathize with every aspect of the client experience, leading initiatives to continuously improve how, why, and when clients receive support.
• Identify and surface client trends and process improvements through collaborating and with teams across PayIt.

What You’ll Need to Have:

• You have relevant professional experience and maintain a keen interest in providing outstanding customer support experiences.
• You have basic familiarity with at least one coding language to gather data from web services and use it for your own purposes.
• You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to clients.
• You understand web services, common data formats (JSON), and standard API patterns (e.g. REST, Postman)
• You have basic SQL skills, ability to look at logs and correlate it with other datapoints to create initial troubleshooting material for the engineering teams.
• You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
• You are curious about technology and have a solid understanding of the impact to business when something in software goes wrong.
• You are a standout teammate who believes that the whole is greater than the sum of all parts.
• You have a high degree of self-awareness, are adaptable in changing environments and can maintain composure – you model this for your team.
• You are resourceful, flexible and hold yourself and the team accountable to results.
• You lead initiatives, follow through on your commitments and persevere in the face of obstacles.