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Business Support Engineer (Support Specialist) V
Remote
Summary:
We count on Business Support Engineers (Support Specialists) to provide technical support to our managed partners and customers who use many of our Payment products.
You combine passion for outstanding customer service with a product mindset to ensure that key insights are communicated to our product teams. We are looking for people who have the expertise of managing technical integrations, fostering developer/business relationships, and who have a desire to improve the support experience of our customers.
Responsibilities:
Minimum Qualifications:
Preferred Qualifications:
Pay range is $37 - $42 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.
For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.
Business Support Engineer (Support Specialist) V
1 Hacker Way Menlo Park, CA 94025 US
Posted: 12/05/2025
2025-12-05
2026-02-14
Job Number: 41627
Job Description
Business Support Engineer (Support Specialist) V
Remote
Summary:
We count on Business Support Engineers (Support Specialists) to provide technical support to our managed partners and customers who use many of our Payment products.
You combine passion for outstanding customer service with a product mindset to ensure that key insights are communicated to our product teams. We are looking for people who have the expertise of managing technical integrations, fostering developer/business relationships, and who have a desire to improve the support experience of our customers.
Responsibilities:
- Monitor and manage daily customer support tickets for prioritization and triage
- Respond to alerts when certain metrics go out-of-trend, informing and invoking action from relevant stakeholders
- Provide business summaries for daily hand-over of activities between different regions
- Review and assess inbound emergency escalations, following internal processes, triage and support regional escalations
- Identify commonly reoccurring issues and build runbooks/guides to resolve them
- Potentially raise code fixes or write new technical tests to prevent future issues
- Potentially build dashboards to track health status of our reactive & proactive support
- Providing coverage on weekends / holidays (rotation-based)
- Effectively and proactively communicate customer issues across cross-functional teams
Minimum Qualifications:
- BA/BSc degree in Engineering, Computer Science or related field or international equivalent.
- 2+ years of programming experience.
- 2+ years of project experience, communicating with people at all levels (internal and external).
- Analytical thinking and problem-solving experience.
- Experience working across a global multicultural and multilingual team, solving problems and designing business operations from scratch.
- Experience communicating with cross-functional partners (both technical and non-technical audiences).
Preferred Qualifications:
- PRIORTIY PREFERRED SKILL: Experience with the full web stack, REST API development and technologies, Programming languages including SQL
- Experience working autonomously and prioritizing work with minimal input.
- Proven experience collaborating and communicating across a global team and with external partners.
- Experience with managing key customer relationships.
- Knowledgeable in driving solutions for global business use cases.
- Time management and multitasking experience.
- Experience with process change management or process improvement.
- Experience working in a technology company, consulting firm or equivalent fast-paced environment.
Pay range is $37 - $42 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.
For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.
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Ready to jumpstart your career in the vibrant heart of Menlo Park, California? Nestled in the bustling Silicon Valley, this dynamic region beckons with unparalleled growth opportunities and a thriving tech-centric environment. Unleash your potential in the epicenter of innovation, where companies like Facebook and Stanford University drive groundbreaking advancements. With the picturesque Stanford University, the iconic Menlo Park Caltrain station, and the bustling downtown area brimming with cafes and boutiques, this locale offers a blend of charm and modernity like no other. Explore career opportunities surrounded by the lush landscapes of nearby parks like Bedwell Bayfront Park or catch a game at the Stanford Stadium. Join us in discovering the endless possibilities that await in Menlo Park and unlock your career aspirations today!