Job Description

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team \xe2\x80\x93 one that makes better decisions, drives innovation and delivers better business results.

Job Title

Support Engineer APAC Center

About Our Technical Support Engineer

Dynamic Yield is on the lookout for a Technical Support Engineer who can ensure customer satisfaction by providing a prompt and comprehensive resolution of technical issues.

The expectation of the Technical Support Engineer is to understand the suite of Dynamic Yield software offerings in a deep and technical way in order to provide the customer with the correct answers that will allow them to effectively use the DY platform on their website.

As this role is the heartbeat of the organization, our Technical Support Engineer must have impeccable communication skills, the ability to think creatively on their feet, and articulate technical solutions efficiently to a number of stakeholders. As our product offerings continue to expand, it is also critical that we have team members who are curious by nature and an innate love of learning new technical solutions.

In addition, we are looking for people who can grow with the support team as we expand to different regions, industries, and product offerings. You will excel at this role, not only if you are good at the day to day work, but also if you can zoom out and understand the bigger picture of ticket trends and proactively identify ways of mitigating tickets.

The Task-at-Hand:
Resolve complex technical issues and maintain high customer satisfaction for over 200 customers
Provide technical support within the desired SLA while ensuring that customer satisfaction goals are achieved
Take ownership of technical issues and work with our Tier-2 team to resolve more advanced issues, when necessary
Conduct screen share sessions with our top enterprise brands
Be able to multi-task and prioritize incoming tickets both via our chat and support portal
Participate, and eventually lead, in the support organization\xe2\x80\x99s internal initiatives

Optimal Skills for Success:
2 years of experience in a similar role in a SaaS or web company
Application support hands-on experience (not IT / not helpdesk support)
Excellent verbal and written communication skills in English
Browser Dev Tools Troubleshooting - Big Advantage
HTML / CSS / JavaScript knowledge
Familiarity with API/SDK
Troubleshooting skills with strong hands-on experience
Strong time management capabilities, ability to prioritize, and manage a queue of tickets
Available for full time position - Monday - Friday

Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard\xe2\x80\x99s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard\xe2\x80\x99s guidelines.

Mastercard