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Technical Support Analyst L1.5
Teampay
IT, Customer Service
Guadalajara, Jalisco, Mexico
Posted on Apr 18, 2025
At Teampay, we’re changing spend management by empowering finance teams with proactive controls and real-time visibility—without restricting employee autonomy. As part of the Paystand family, our innovative approach is transforming how businesses manage their suite of financial operations.
Why Teampay?
What We Do: We deliver a modern spend management platform that streamlines purchasing from request to payment and reconciliation. Our platform ensures that all spending is pre-coded and pre-approved, giving finance teams control while employees enjoy a frictionless experience.
Why We Do It: We believe finance teams deserve tools that match the agility of modern business. We’re simplifying spend management with intuitive, software-powered solutions that make financial operations more efficient and user-friendly.
How We Do It: By combining proactive controls with real-time visibility, we enable finance teams to manage spending effortlessly. As an integral part of the Paystand ecosystem, we come together to give finance professionals a full suite of solutions.
Our Expanding Ecosystem: Teampay is a key player in Paystand’s growing global network. Alongside Yaydoo, we’re creating a powerful ecosystem designed to transform capital efficiency and drive business growth worldwide.
Join Us: Be part of something bigger. Help us rethink how finance teams manage spending.
Role at a Glance:
Teampay is seeking a Customer-Facing Technical Support Analyst (Level 1.5) to deliver an exceptional customer experience across technical and financial workflows in a fast-growing fintech environment. This hybrid role combines Tier 1 responsibilities with advanced troubleshooting, internal tooling fluency, and proactive contributions to documentation, product feedback, and support automation.
This position is perfect for a technical problem-solver who thrives on tackling complex issues, has a natural curiosity for how systems work, and wants to grow into deeper technical or operational roles.
Responsibilities:
Customer Support & Troubleshooting:
- Serve as the first point of contact for technical inquiries through Zendesk, Slack, live chat, and occasionally video or phone.
- Use internal tools like Forest Admin, Appsmith, and Metabase to diagnose issues related to integrations, data, and platform behavior.
- Deliver timely and empathetic support with clear, non-technical explanations when needed.
- Manage fraud, disputes, and chargebacks in coordination with customers and internal risk teams.
Advanced Troubleshooting & Escalations:
- Triage, investigate, and resolve advanced support cases, including data inconsistencies, platform behaviors, and integration errors.
- Analyze logs, inspect API payloads, and debug basic code snippets (JavaScript, HTML).
- Escalate high-complexity issues via Jira, working with L2/L3 teams, product, and engineering.
- Identify bugs, recommend fixes, and test solutions in sandbox environments.
Documentation Leadership & Process Enablement:
- Take initiative in identifying gaps in internal and external documentation — be the first to draft or refine Help Center articles based on real-time customer feedback.
- Champion Help Center improvements by proactively updating or authoring resources that reduce ticket volume and enable self-service.
- Maintain internal documentation in Guru and Notion, ensuring cross-functional teams have access to accurate, up-to-date information.
- Document recurring issues and new learnings to fuel internal training and tooling improvements.
Merchant & Financial Workflow Support:
- Support customers with ERP and payment system integrations, transaction flow issues, and reconciliation concerns.
- Develop expertise in Teampay’s platform features, financial services, and AP/AR processes.
Mentorship & Growth:
- Share knowledge with L1 peers to improve team capacity and response quality.
- Identify opportunities to automate repetitive tasks or enhance tooling through scripts or integrations.
- Meet or exceed KPIs in CSAT, response time, resolution rate, and ticket quality.
Minimum Qualifications:
- 3+ years in technical support with direct customer interaction (email, phone, chat).
- Proficiency with web technologies (JavaScript, HTML, CSS) and debugging browser issues.
- Experience troubleshooting APIs and integrations.
- Familiarity with databases and query tools (SQL or similar).
- Strong communication skills across technical and non-technical stakeholders.
- High emotional intelligence and customer-first mindset.
- Experience with support platforms like Zendesk, Jira, or Slack.
Preferred Qualifications:
- Experience with ERP systems such as NetSuite, Sage, Acumatica, or Microsoft Business Central.
- Knowledge of fintech workflows, especially accounts payable and receivable.
- Familiarity with fraud and dispute handling in payments.
- Exposure to tools like Postman, browser debugging consoles, or scripting in Python or Bash.
- Experience using or contributing to internal tooling platforms like Appsmith or Forest Admin.
- Technical certifications are a plus, but not required.
Key Attributes for Success:
- Eagerness to learn in a dynamic, scaling fintech startup.
- Passion for solving technical problems with creativity and clarity.
- Strong organizational skills with the ability to prioritize and multitask effectively.
- A proactive, curious mindset and collaborative spirit.
Some Perks:
- Enjoy generous PTO and sick leave, because we believe in balance.
- Fuel your days with free snacks and paid lunches in the office.
- We've got your health covered with Major Medical Health Insurance.
- Stay nourished with food vouchers and plan for your future with savings funds.
- Unlock stock options and own a piece of our success!
- Work with the best tools and equipment, setting you up to thrive.
- And the best part? Endless growth opportunities await you as we rapidly expand!
If you're passionate about driving change in the FinTech landscape and being part of a company that is shaping the future of digital payments, we invite you to explore opportunities with Teampay.
We understand that no candidate is perfectly qualified for any job. Experience manifests in diverse ways, skills are transferable, and passion is a powerful driver. Your journey and skills are unique, and we value the richness that diverse perspectives bring to our team.
More than a resume, we prioritize a genuine commitment, impactful contributions, and the ability to thrive in our dynamic, collaborative environment. We are enthusiastic about providing you with opportunities to learn and grow within this role. If your experience aligns closely with what we're seeking, we encourage you to apply.
We celebrate the belief that diversity in backgrounds and thoughts fuels better problem-solving and fosters more creative thinking. Our commitment to adding new perspectives to the team reflects our dedication to innovation and inclusivity.
Your journey is important to us, and we look forward to the possibility of welcoming you to our team at Teampay. Feel free to reach out; we can't wait to hear from you.
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