This job involves collaborating internally to enhance process quality and effectiveness while addressing client needs through tailored solutions. The Sr Specialist influences team performance and prioritizes work to meet client expectations, leveraging best practices to improve operational efficiency. They play a critical role in building strong customer relationships, ensuring clients maximize the value of their products and services.

Essential Responsibilities:

• Monitor proactive technical health for Enterprise merchants
• Identify and suggest solutions to improve customer experience
• Consult with merchants and internal teams on integration best practices
• Initiate strong relationships to help merchants succeed
• Diagnose and identify issues with APIs, code, services, and network latency
• Advocate on merchants' behalf to improve products, systems, and processes
• Be the main point of contact for technical issues affecting our Enterprise merchants

Expected Qualifications:

• 3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

• Relevant customer-facing, technical work experience. 

• Technically minded, with a proven track record of adopting and mastering new technologies and tools.   

• Confident communicator – equally comfortable speaking to a merchant CEO (Chief Executive Officer), CTO (Chief Technology Officer), or development team.  

• Demonstrated knowledge of web technologies and can learn new languages and services like JavaScript, PHP, Java, HTTP, HTML, JSON, etc. 

• Troubleshooting experience with API calls (SOAP, REST, GraphQL) 

• Understanding of basic SQL Commands and data analysis 

• Prepared to be on call to assist with out-of-business hours escalations, by collaborating with other support teams.