Senior Client Technical Support Engineer

As a Senior Client Technical Support Engineer at Array, you will lead technical support for our diverse clients, manage issues as they arise, collaborate with product engineering teams for long-term solutions, and create documentation to enhance user experience. Your primary focus will be ensuring that our financial innovation offerings run smoothly and that clients receive the best assistance possible.

To thrive as a Senior Client Technical Support Engineer at Array, candidates should possess over 2 years of technical support experience in a remote environment. Familiarity with REST APIs, SQL, and some knowledge of JavaScript or front-end development is essential. Additionally, candidates should be comfortable managing multiple issues concurrently while maintaining a client-centric approach.

Array is dedicated to fostering growth for our employees, especially those in the Senior Client Technical Support Engineer role. The company encourages personal and professional development, providing opportunities to advance to roles like deployment engineer or software engineer. Continuous learning and collaboration are central to our work culture.

At Array, the work culture for a Senior Client Technical Support Engineer is collaborative, innovative, and client-focused. We prioritize diversity, equity, and inclusion, which fosters a supportive environment where everyone can thrive. We believe in empowering our employees to bring their best selves to work and make significant contributions to the fintech space.

Array offers an attractive benefits package to our Senior Client Technical Support Engineers, including full medical, dental, and vision coverage, unlimited PTO, 14 company holidays, 100% 401k match up to 4%, and a $1,000 desk setup subsidy for your remote office. This reflects our commitment to work-life balance and employee well-being.

When answering this question, share specific examples of your past roles where you provided technical support remotely. Focus on the tools you used, how you managed client communications, and your strategies for troubleshooting issues effectively. Highlight any successes or challenges faced and what you learned from them.

In response, outline your approach to prioritization, emphasizing client impact and urgency. Discuss using ticket systems or client feedback to assess which issues need immediate attention versus those that can wait. Illustrate how you maintain communication with clients during prioritization.

Describe your systematic approach to troubleshooting, including gathering information, recreating the issue, and testing solutions. Providing an example of a particularly challenging issue you've resolved can demonstrate your problem-solving skills effectively.

It's important to show empathy and a client-centric attitude when addressing this question. Share a relevant experience where you successfully managed a difficult situation, detailing your communication style, conflict resolution skills, and how you ensured the client felt supported and valued.

Before the interview, research Array's offerings, mission, and values. Be prepared to discuss specifics, such as their financial innovation platform, credit tools, or market position. Relate how your skills align with their mission and how you can contribute to their goals.

When explaining REST APIs, use simple terms and relate them back to your experience. Detail what REST stands for, how APIs facilitate interaction between different applications, and why they are essential in providing smooth user experiences. Provide examples from your past roles if possible.

Discuss tools you use for organization, and techniques for time management. Explain how you keep track of multiple issues and deadlines, and share any specific strategies, like creating to-do lists or utilizing project management software that allows you to prioritize tasks effectively.

Highlight the importance of clear, thorough documentation in technical support to improve knowledge sharing and resolve issues faster. You can mention how you've contributed to or utilized documentation in previous roles to facilitate smoother communication with clients and internal teams.

Share a specific example that highlights your collaboration skills, focusing on how you communicated issues clearly, contributed to the solution process, and followed up on implementations. Emphasize the importance of teamwork in technical support.

Reflect on your passion for helping clients solve issues and your interest in technology. Discuss how you find fulfillment in enhancing user experiences and contributing to the overall success of a company. Mention how Array’s mission resonates with your personal and professional values.