Customer Service Engineer

Customer Service Engineer

Moov is revolutionizing the way businesses integrate and use financial services. Our platform empowers developers to build, scale, and innovate faster with seamless payments and banking solutions. We believe in simplifying financial technology so businesses can focus on what matters most—growing their companies.

We’re looking for a Customer Service Engineer with a passion for development to join our team. This role combines technical expertise with problem-solving skills to support our customers and ensure their success with Moov’s platform. If you’re a frontend engineer with a knack for understanding customer needs and solving technical challenges, this role is for you!

Responsibilities

• Provide responsive, empathetic, and clear technical support to Moov customers via our modern multi-channel support platform that pulls together email, Slack, web forms, & in-app help.
• Maintain aggressive time to first reply and time to resolution and CSAT objectives.
• Troubleshoot and resolve customer issues related to the Moov SDKs, APIs, and other tools.
• Debug and solve technical issues in frontend environments, particularly around JavaScript frameworks, libraries, and integrations with Moov’s solutions.
• Develop proof of concept implementations to assist in sales & implementations.
• Offer guidance to customers on implementing Moov’s SDKs, ensuring best practices in their integration.
• Collaborate with technical writers in building public FAQ and internal knowledge bases to front the support team.
• Collaborate with the Product teams to improve documentation based on recurring customer questions and issues.
• Collaborate with Engineering teams to troubleshoot, resolve, and prevent technical issues by providing detailed problem analysis, participating in root cause analyses, and advocating for customer-centric improvements.Pattern-match recurring issues to assist the product team in solving the right next problems for our customers.
• Stay updated on Moov’s new features and functionalities to support customers effectively.
• Contribute to internal tooling and resources that streamline technical support processes.

Requirements

Technical Skills:

• 2-3 years of experience as a frontend engineer or in a similar technical role.
• Proficiency in JavaScript, HTML, CSS, and modern frontend frameworks
• Familiarity with RESTful APIs and how to interact with them.
• Proficiency with tools like Postman for reproducing API issues without writing code.
• Basic understanding of Git and version control workflows.
• Experience writing SQL is a plus & will otherwise be taught.
• Strong analytical and debugging skills.
• Excellent written and verbal communication skills to explain complex technical topics to different audiences.

Our company:

• Moov is a 100% remote company with people from more than 16 states. We’re backed by a16z and other respected investors. We won Visa’s global Everywhere Initiative and our community of builders grow