Cypress HCM · 2 weeks ago
Senior Customer Support Engineer
United States
Contract
Remote
Senior Level
$54.16/hr - $54.16/hr
5+ years expCypress HCM is seeking an experienced Senior Partner Support Engineer to join their team. This role will provide exceptional technical support to embedded partners, manage service requests and projects, troubleshoot API and integration issues, and triage high priority incidents within SLA.
Human ResourcesInformation TechnologyStaffing Agency
Responsibilities
This role requires working directly with VIP integration partners via multiple communication modes (support queue, phone, meetings, scorecards, status pages, and in app) and act as liaison between partners, end user support, and engineering teams
You will participate in the team on-call rotation to provide incident coverage after-hours and weekends as needed, usually one week per month
You will work closely with engineering to manage special projects and technical changes with partners
You will also support API developers building their own software integrations with our platform
Our team seeks to improve client satisfaction by practicing, developing, and implementing company service standards
To ensure success as a Senior Partner Support Engineer, you should have in-depth knowledge of engineering processes, experience in technical integrations between platforms, practiced at debugging API issues and development, a passion for support, ability to manage projects across teams and companies, and high-level communications skills
You will master a deep knowledge about the company's products and processes and how these map to our partner implementations, and advocate for partner and API needs to provide additional solutions as our platform grows
Ultimately, a top-notch Partner Support Engineer drives partner success and retention by ensuring they have a smooth experience integrating with our platform and a responsive and capable point of contact when urgent technical issues arise
Qualification
Required
Bachelor's degree in Computer Science or Software Engineering or equivalent work experience
5+ years of relevant experience supporting customers or partners at the highest level in a complex software or SaaS environment. This experience should include actively consulting with customers on critical and urgent issues and driving successful outcomes
Experience with coding/debugging at least 2 languages such as Java, JavaScript (web platform and Node.js), Kotlin, Swift, C#, or Python
Experience with APIs, SSO, MDM, and web service protocol development
Experience with JSON, XML, and other information interchange formats and structures
Experience with REST API development
Strong troubleshooting, analytical and critical thinking skills with strong attention to detail and ability to represent them in writing to multiple audience levels
Ability to balance multiple high pressure partner needs while focusing on resolving complex technical issues
Experience with managing high priority incidents under SLA time constraints
Proven ability to drive bug fixes from debug to partner delivery via engineering teams and agile process
Capability to manage special projects and coordinate multiple teams across different companies to achieve those goals
Experience in creating, implementing and adhering to new processes and procedures in a technical organization
Ability to work cross-functionally and streamline teamwork between Engineering, Customer Success, Partner Managers, Product, and Sales
Preferred
previous experience in FinTech
Familiarity with Accounting principles and corresponding software and sync, i.e. Intacct, QuickBooks Online, NetSuite, Xero
Company
Cypress HCM
Cypress HCM is a staffing and recruiting company providing technology and creative recruiting solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Mark Lillig
CEO
Philip Oommen
CFO
Company data provided by crunchbase