Support Engineer

**Overview**: **Company Background** The Giving Block, a Shift4 company, is the platform helping nonprofits fundraise more effectively from modern philanthropists. Pioneers of the "Crypto Philanthropy" movement, The Giving Block developed the leading solutions for cryptocurrency donations, taking crypto and NFT donations mainstream in the nonprofit sector. The Giving Block's team then developed a stock giving experience built to empower even more donors to give non-cash assets. When combined, The Giving Block's product suite empowers more donors than ever to give assets to their favorite causes. Today, thousands of nonprofits are using The Giving Block to fundraise from modern philanthropists. Learn more about The Giving Block here. Shift4's entry into the nonprofit market began when our CEO raised $243 million for St. Jude as part of his trip to space. Soon after, we acquired The Giving Block, the leader in Crypto Philanthropy. Now we're expanding to formally offer a full range of payment processing products and services to the nonprofit industry. **Summary**: Seeking a skilled and adaptable technical support engineer to join a fast-paced development team. You'll be working to support our products in both the nonprofit and crypto verticals. Our team is expanding our product offering across both industry verticals quickly and is looking for someone who is willing to jump in where they are needed and be flexible in their day to day responsibilities and tasks. We need someone who is proactive in taking ownership and seeing problems through to resolution. Although we are part of a large, publicly traded company, you'll be working in a fast-paced "startup like" environment. This won't be your typical 9-5 job and you'll be expected to do things outside of your job description and normal working hours. **Responsibilities**: - Keep track of ongoing support issues coming from business teams (Client Success, Sales, Onboarding, Marketing): - Reproduce issues, make initial investigation and collect required data from the reporter - Describe issues in Jira, so it can be transferred to the development team - Provide support to external teams by answering questions (for example, integration partners using our API) - Perform technical support and monitoring of our systems: - Process monitoring results - Perform initial investigation of issues, inspect logs, report issues in Jira - Create and run scripts to solve known issues - Maintain knowledge base and FAQ. Work with product and engineering teams to improve internal and external documentation to create self-help materials **Qualifications**: - Ability to work independently and be self-organized - Strong communication skills, ability to work both with technical and non-technical people - Ability to localize the problem and describe it properly - Ability to work with logs to get details about the problem (we use Grafana Loki) - Ability to communicate across teams to collect information effectively and get things done - Understanding of SDLC - Basic understanding of microservices architecture and client-server communication protocols - Experience with Grafana will be a plus - Ability to use REST APIs and understand their design principles - Writing SQL queries to get and analyze data **Preferred Experience**: - 3-5 years of experience in technical support engineer role in software development company (2nd and 3rd support line) - Previous experience as a software developer or QA engineer is a plus - Knowledge of one of programming languages (javascript, python or similar) - Understanding of financial services, payments, crypto, stocks etc. will be an advantage Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. - We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class._ - We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class._