At Beyond, we power the business of Short Term Rentals through our cutting-edge, full-stack Revenue Management System. Venture-backed, we pioneered this space and have grown to be the globally dominant leader - obsessed with delivering value and performance to our customers. And the way we've been able to achieve those heights is our belief that People are the most important part of any business - starting with ours. We employ over 170 Beyonders across the globe who share in our commitment to making Beyond the best place to work.

With this in mind, we are looking for a Technical Support Analyst to join our growing Tally Team, our payment processing product for the vacation rental industry. We pride ourselves on providing an outstanding customer experience across all departments at Beyond, and this role would be the first dedicated Technical Support position on the team for Tally. Reporting to the Manager of Global Support, you'll have the opportunity to play a key part in ensuring that our customers thrive. 

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway! 

As a Technical Support Analyst, you’ll be responsible for:

• Owning the knowledge and communication to clients on the flow of funds - from guest payment, to internal or external gateways, to payment facilitator, to submerchant
• Mastering each external integration that Tally operates with
• Identifying and providing remediation on simple and recurring technical and integration issues
• Serving as the escalation and communication bridge between the Customer Experience team and the Engineering team for complex technical issues
• Breaking down complex issues and troubleshooting across payment processing and general Beyond products 
• Proactively monitor accounts for errors using reports in Mode and Data Dog and following up with customers
• Troubleshooting issues remotely with customers
• Helping to train, empower and educate the rest of the Tally team where there are knowledge gaps
• Writing clear and concise defect reports in JIRA with exhaustive descriptions and instructions to reproduce the issue when possible
• Helping to turn customer feedback into actionable recommendations for our Tally Product Team
• Developing, documenting, and updating recurring issues in our knowledge base 

So what kind of person are we looking for in this role? The person who will be successful in this role will be:

• Focused - You know when to dive into technical problem solving and you enjoy it
• Organized - You are able to balance multiple tasks, work within SLAs, document and share your knowledge
• Detail-oriented - You make a point to precisely examine situations while troubleshooting to detect any anomaly
• Communicative - You are able to effectively work and communicate with different stakeholders ranging from clients, to Customer Support Specialists, and Engineers

Now that we’ve told you what the job looks like, here are the qualifications we’re looking for in a candidate: 

• Experience working in a fast-paced, fintech SaaS startup environment
• 2+ years of experience working in Customer Support or Service, Engineering experience a plus
• Experience working with payment processors and payment facilitators
• Foundational knowledge of HTTP, JSON, consuming web services and RESTful APIs
• Hands-on experience with Chrome DevTools, Postman or any other API client tool
• Hands-on experience troubleshooting application logs with Mezmo (formerly LogDNA), Betterstack (preferred), Sumologic, Raygun, or any other log analysis tool
• Hands-on experience writing SQL queries and a good understanding of Relational Databases
• Passion for outstanding customer support and the role it plays in making the larger team successful
• Experience communicating difficult, technical concepts in a professional and thoughtful way
• An ability to understand customer pain points and a genuine desire to help our customers resolve issues
• Knowledge of HTML DOM, CSS, Python and Javascript is a plus

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
• Interview with our Manager of Global Support
• Complete a technical assignment
• Interview with our Director of Strategy
• Interview with our Director of Customer Success, SMB

Company Values:

We are serious about our core values: We Care, We Are On the Same Team, We Inspire Trust, We Go Beyond, We Ship It, We're Curious. If those resonate with you, and you're ready to work with a team that lives and breathes those values, we want to hear from you. 

Benefits:

Beyond offers a wide variety of benefits like: stock options, unlimited PTO, private health insurance and more! You can learn more about our benefits by visiting our careers site!

We Care about Diversity, Equity and Inclusion:

Beyond is committed to building a workplace that attracts humans of all genders, ethnicities, backgrounds, statuses and lifestyles. At our core, we care about our people and encourage every employee, partner and applicant to share their whole self with us. We are respectful of and empathetic towards different viewpoints, and believe that our ability to help short term rental managers succeed relies on us building a dynamic and diverse team. Whoever you are, you can Belong @ Beyond.

Any communication regarding job openings, interviews and/or offers will come from our @beyondpricing.com email domain

Please review our GDPR Statement here.