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Technical Support Engineer

Mastercard

Mastercard

IT, Customer Service
New York, NY, USA
Posted on Sep 19, 2024

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Technical Support Engineer

Dynamic Yield is on the lookout for a Technical Support Engineer who can ensure customer satisfaction by providing a prompt and comprehensive resolution of technical issues.

The expectation of the position is to understand the suite of Dynamic Yield software offerings in a deep and technical way in order to provide the customer with the correct answers that will allow them to effectively use the DY platform on their website.

As this role is the heartbeat of the organization, our Technical Support Engineers must have impeccable communication skills, the ability to think creatively on their feet, and articulate technical solutions efficiently to a number of stakeholders. As our product offerings continue to expand, it is also critical that we have team members who are curious by nature and an innate love of learning new technical solutions.

You will excel at this role, not only if you are good at the day to day work, but also if you can zoom out and understand the bigger picture of ticket trends and proactively identify ways of mitigating tickets.

The Task-at-Hand:
- Take ownership and resolve complex technical issues with high customer satisfaction
- Conduct screen share sessions with our top enterprise brands
- Be able to multitask and prioritize incoming tickets both via our chat and support portal
- Participate, and eventually lead, in the support organization’s internal initiatives
- Rapidly learn about SaaS / web development

Key Requirements:
- 2 years of experience in a similar role in a SaaS or web company
- Application support hands-on experience
- Excellent verbal and written communication skills in English
- Experience working with HTML / CSS / JavaScript
- Hands-on experience with troubleshooting and problem solving

Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility


All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

  • Abide by Mastercard’s security policies and practices;

  • Ensure the confidentiality and integrity of the information being accessed;

  • Report any suspected information security violation or breach, and

  • Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.