Support Engineer (New York Remote)

Overview: - Support Engineer role at Prelim, a growing digital account opening platform for banks. Key Responsibilities: - Act as the first point of contact for technical assistance to Prelim customers. - Diagnose and resolve product-related issues, including configuration, integrations, and performance. - Collaborate with engineering teams to address complex bugs or product gaps. - Build and maintain strong client relationships, ensuring their needs are met. - Provide feedback on customer pain points and feature requests to product teams. - Assist in setting up and optimizing the platform for specific use cases. - Create and maintain self-service guides, tutorials, and FAQs. - Identify recurring issues and work with teams for long-term solutions. - Monitor support metrics and enhance processes for improvement. - Develop knowledge base articles, training videos, and resources. - Host training sessions or demos for new features and best practices. - Analyze support trends and propose process or tool enhancements. - Contribute to product roadmaps with customer usage insights. Requirements/Skills/Qualifications: - Comfortable engaging with external stakeholders and guiding them to solutions. - Familiarity with REST & SOAP integrations. - Experience with backend languages (Node.js, Python, Ruby). - Understanding of databases (e.g., PostgreSQL) for data investigation. - Ability to analyze technical issues and propose resolutions. - Capable of translating technical concepts for diverse audiences. - Adaptable, eager to learn, and impactful in a remote environment. Compensation & Benefits: - Salary range: $100,000 - $120,000 per year. About Prelim: - Prelim is revolutionizing digital account opening for banks, enhancing user experiences. - Small, dedicated team focused on powerful solutions for financial institutions. - Values innovation, learning, and collaboration, with opportunities to shape banking technology. - Offers a remote work environment with the potential for significant impact.