Client Support Engineer

FundThrough is looking for a Client Support Software Engineer to join our engineering team. We are embarking on an exciting journey to mature our products and are expanding our team.  This is a great opportunity to enhance our products with new features using a modern tech stack. You will become a trusted advisor and customer advocate to our customers: you will learn the customer’s environment; deliver expert technical support and understand and champion their needs. You will manage “mission-critical” support escalations and serve as an active member of the engineering team.  We are committed to providing professional growth opportunities for the right candidate. 

Overview: 

In this role, a key element is ensuring the highest levels of Customer Engagement. You will build deep relationships and use these relationships to drive conversations which ultimately help to assemble detailed profiles of our customers. Through the collection of data, and a deep-rooted interest in asking questions, you will leverage your position as a trusted advisor to inquire about and understand key initiatives within your customer base and strive to identify areas where FundThrough products might help to achieve those goals.  

Own the technical relationship with the customer and ensure that both their short and long term needs are known internally at FundThrough so that we can properly align our strategic planning.

About the company: 

FundThrough is a leading fintech company accelerating cash flow and enabling growth for small and medium sized businesses that sell to large customers and wait to get paid. Based in Toronto and operating across North America, FundThrough’s AI-powered invoice funding platform gives B2B businesses fast, customized funding offers to get their invoices paid in a few days – rather than a few months – and get quick access to cash they’ve already earned.

Responsibilities:

• Apply in-depth troubleshooting and debugging skills along with your knowledge of systems, databases, and applications to get to the root cause of the customer’s issue.
• Set up test environments to mirror the customer’s production set-up and perform tests using customer’s data or representative data. Apply testing methodology and debugging skills to narrow down the problem as needed. 
• Triage, debug and resolve customer issues using our internal admin tooling, our development console and by reviewing the application code.
• Document and take ownership of bugs and areas for improvement in our product with the opportunity to write and develop solutions. Communicate effectively with the FundThrough Engineering team with step-by-step instructions to reproduce the issue and findings to identify root cause.
• Work closely with and be responsible for escalating issues across multiple business units within FundThrough (e.g. Sales, Finance, Customer Success, Engineering, Product Management, etc.)
• Be the bridge between our Customer Success team and the wider Engineering team, to champion technical problems and drive them towards a speedy resolution.

• Graduate of Computer Science, Software Engineering, Computer Engineering or equivalent degree or experience.
• Excellent communicator.
• Passionate about our customers, they’re amazing just like us!
• Demonstrate an ability to perform expert technical support to internal teams and clients with highly professional written and oral communication skills.
• Demonstrate an expert ability to manage the needs of multiple requests in order to create an effective schedule and then successfully adapt to changing that schedule on short notice as situations change.
• Experience with web application/SaaS development.
• Familiarity with our tech stack:: Ruby on Rails, PostgreSQL, ReactJS, Node, Python

• Opportunity to leave your mark on a growing startup
• An incredibly diverse team of brilliant minds from all over the world
• Competitive compensation
• Family-friendly policies
• Work from home
• Birthday treats, and a lunch of your choice every week (one of our values is Fun & Food!)

Please note that due to the sensitive nature of the work we do, clearing a criminal record check is a condition of employment. FundThrough encourages applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.

FundThrough encourages applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.

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