Support Engineer (San Francisco 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. - Collaborate with engineering teams on complex bugs or product gaps. - Build strong client relationships and communicate their needs internally. - Provide feedback on customer pain points and feature requests. - Assist in setting up and optimizing Prelim’s platform for specific use cases. - Create and maintain self-service guides, tutorials, and FAQs. - Identify recurring issues and work on long-term solutions. - Monitor support metrics and improve processes. - 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 like Node.js, Python, or Ruby. - Understanding of databases such as PostgreSQL. - 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 a small, dedicated team focused on transforming digital account opening for banks. - Values innovation, learning, and collaboration. - Offers opportunities to shape the future of banking technology. - Seeks candidates ready to drive change in the digital banking space.