Customer Service Engineer

Overview Moov is revolutionizing the way businesses integrate and use financial services. Our platform empowers developers to build, scale, and innovate faster with seamless payments and banking solutions. We believe in simplifying fintech so businesses can focus on what matters most — growing their companies. About the role We’re looking for a Customer Service Engineer with a passion for development to join our team. This role combines technical expertise with problem‑solving skills to support our customers and ensure their success with Moov’s platform. If you’re a frontend engineer with a knack for understanding customer needs and solving technical challenges, this is for you. Responsibilities Provide responsive, empathetic, and clear technical support to Moov customers via our modern multi‑channel support platform that pulls together email, Slack, web forms, and in‑app help. Maintain aggressive time to first reply and time to resolution and CSAT objectives. Troubleshoot and resolve customer issues related to the Moov SDKs, APIs, and other tools. Develop proof of concept implementations to assist in sales & implementations. Offer guidance to customers on implementing Moov’s SDKs, ensuring best practices in their integration. Collaborate with technical writers in building public FAQ and internal knowledge bases to front the support team. Collaborate with the Product teams to improve documentation based on recurring customer questions and issues. Collaborate with Engineering teams to troubleshoot, resolve, and prevent technical issues by providing detailed problem analysis, participating in root cause analyses, and advocating for customer‑centric improvements. Pattern‑match recurring issues to assist the product team in solving the right next problems for our customers. Stay updated on Moov’s new features and functionalities to support customers effectively. Contribute to internal tooling and resources that streamline technical support processes. Requirements Technical Skills: 2-3 years of experience as a frontend engineer or in a similar technical role. Familiarity with RESTful APIs and how to interact with them. Proficiency with tools like Postman for reproducing API issues without writing code. Basic understanding of Git and version control workflows. Experience writing SQL is a plus & will otherwise be taught. Strong analytical and debugging skills. Excellent written and verbal communication skills to explain complex technical topics to different audiences. Our company Moov is a 100% remote company with people from more than 16 states. We’re backed by a16z and other respected investors. We won Visa’s global Everywhere Initiative and our community of builders grows larger every day. We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills and we embrace diversity, creativity, and equal opportunity. Benefits 100% remote. We make remote‑work work. We match what you contribute to your 401(k) up to 5% of your salary. Generous parental leave. Competitive health, dental, and vision insurance plans. Unlimited PTO, paid holidays, and sick leave. Learning stipend and a culture that encourages and promotes professional growth and development. Home office stipend. Ownership in the company via employee stock options. Culture of people helping people who give first, celebrate wins together and embrace autonomy, transparency, and trust. The opportunity to join an experienced and ambitious team passionate about solving customers’ needs and who love what they do. Partner with a community of 2000+ developers around the world, helping them focus on possibilities vs payments. Salary range $65k to $80k based on experience, geography and other key factors. Advice If you are nervous about not having the right qualifications, apply anyway! We hire people, not job roles. We look for talent that will help us push boundaries, experiment, and bring in new ideas. That means caring more about qualities than qualifications. #J-18808-Ljbffr Moov