Technical Support Analyst

Secaucus, NJ - USA

Monthly Salary: Not Disclosed

Posted on: 22 hours ago

Vacancies: 1 Vacancy

Job Summary

Take a step forward and let Edenred surprise you.

Every day we deliver innovative solutions to improve the life of millions of people connecting employees companies and merchants all around the world.

We know there are hundred ways for you to grow. With us you will expand your skills in a multicultural challenging and dynamic environment.

Dare to join Edenred and get ready to thrive in a globalcompany that will offer you endless opportunities.

Edenred is all about meritocracy. You come as you are and you contribute. Indeed the Edenred Group recognizes recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression disability origin religious belief and sexual orientation or any other criteria.

Revolutionize B2B Payments with Edenred Pay USA

Join our team and be part of a company thats transforming the way businesses pay and get paid.

At Edenred Pay USA were leaders in innovative B2B payment solutions. Our platform streamlines accounts payable processes eliminating inefficiencies and empowering Accounts Payable (AP) teams to focus on strategic initiatives.

As part of the global Edenred family we offer a dynamic and inclusive work environment a commitment to employee well-being and professional growth and opportunities to drive innovation in the payment industry.

Why Join Us

: We offer 100% company-paid medical coverage for employee-only plans life insurance AD&D insurance and long-term and short-term disability.
: Dental Vision Critical Illness Hospital Indemnity Flexible Spending Account and Accident.
: Take advantage of our 401K plan with a generous employer match.

If youre passionate about innovation and want to make a meaningful impact join us at Edenred Pay USA.

Job Summary:

Second-tier technical escalation pointprovidinghigh-quality technicalsupport to resolve customer issues in production and production-like systems.Proficient incloud-based ticketing systems such as Jirafor efficient ticket management. Emphasizes clear communicationtechnical investigation abilities and escalation of complex issues. Adherence to SLAs ensures highcustomersatisfaction.Thoroughly documents knowledge to enhance team efficiency.

The Technical Support Analyst is an advanced technical responder responsible for bridging the gap between front-line support and engineering. Byleveragingintegrated AI diagnostic agents log analysis and codebase visibility this role focuses on rapid root-cause identification. The goal is to move beyond symptom management toprovideengineering-ready insights ensuring complex issues are diagnosed accurately on the first escalation.

Essential Functions:DutiesandResponsibilities

Provide supportforour customers to resolvecomplexissues with extensive knowledge of proprietary production software.

Troubleshootidentify and resolvecomplextechnical customer issues with production software.

Use AI agents to cross-reference customer-reported symptoms against internal logs and the codebase to deduce root causes.

Navigate production logs toidentifyroot causes.

Translate complex technical findings from AI tools and code reviews into clear actionable summaries for the other teams.

Audit and refine Knowledge Basearticles andto ensure high accuracy and quicker resolution.

Work alongside AI agents&know when to trust automated suggestions and when to applyskepticism.

Activelyparticipateas a team member and offer ideas and input to support and enhance current processes and programs.

Adherent to department SLAs.

Work collaboratively with the team to ensure customer success.

Perform other duties as assigned.

Required Skills/Abilities:

Strong empathy for customers.

Analytical and process-oriented mindset.

Strong technical aptitude with the ability to understand and remediate API calls error messages and other technical aspects.

Excellent verbal and written communication skills with the ability to convey technical information to non-technical audiences effectively.

Proficient in the use of tools such asMySQL ExcelJIRAor equivalents.

Education and Experience:

Minimum3years of combined experience in customer supportortechnical support roles preferably within the Fintech or Financial Services industry.

Bachelors degree in Business Computer Science ora relatedfield.Equivalentcombination of education and experience will be considered.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer

Must be able tolift upto 15 pounds at times

Mustpossessthe physical and mental abilities to perform the tasks normally associated with an office position that involves standing sitting reaching manual dexterity tooperateoffice machines stooping bending to handle files and supplies and mobility to complete errands or deliveries

May work at computer monitors for prolonged periods with danger of eye strain and muscle pain.

EEO Statement:

The employment policy of Edenred is to provide merit-based equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of membership in any Federal State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation in the application process contact

Apply now and Vibe with Us!

Required Experience:

Take a step forward and let Edenred surprise you.Every day we deliver innovative solutions to improve the life of millions of people connecting employees companies and merchants all around the world.We know there are hundred ways for you to grow. With us you will expand your skills in a multicultura...