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The Giving Block
Support Engineer
4 months ago | 560 views | 1 applications

Support Engineer

Full-time
Start-up
Remote

About the company

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 Payments (NYSE: FOUR) is a leading provider of integrated payment processing and technology solutions, delivering a complete omnichannel ecosystem that extends beyond payments to include a wide range of value-added services. The company’s technologies help power over 350 software providers in numerous industries, including hospitality, retail, F&B, e-commerce, lodging, gaming, nonprofits, and many more. With over 7,000 sales partners, the company securely processed more than 3.5 billion transactions annually for over 200,000 businesses in 2019. For more information, visit shift4.com.

Job Summary

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

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