Position: Support Engineer
Company: YayPay
Category: Support
Experience required: 2y
English level: upper

You will be working as part of our Production Operations department and your responsibilities will revolve around helping our customers with issues that require technical attention. You will need to be able to perform a root cause analysis on the issues in the complex financial system, from time to time find a way and fix the problem in the code, as well as to communicate the solution clearly to a customer.

You will be working closely with our Customer Support department, as well as with Engineering.

Requirements
— Upper-Intermediate or higher level of English. You should be able to communicate with customers over the phone (Zoom) if necessary.
— Solid analytical skills — the ability to quickly grasp what is going on and find a possible root cause of the problem
— At least 1 years of practical software engineering experience in a similar technology stack
— Solid understanding of how relational databases work
— Strong understanding of SQL
— Experience working with English-speaking customers in the support and engineering role

**Hiring Process**
Our Hiring process consists of several stages:
— Initial screening call with HR person (20 min)
— Test Task (1-3 hours)
— Technical Interview with YayPay Engineer (1 hour)

Предлагаем
— Flexible working hours
— After Covid-19 — a comfortable office in Kyiv with all the standard supplies
— A high-level (A1) corporate insurance from Uniqa
— Tax compensation
— Equipment (laptops, screens etc.)
— Educational and professional development support

Обязанности
— Perform root cause analysis on the customer issues using SQL, Logs, System Monitoring Tools, ReTool (support system)
— Identify if the reported problem is a bug or expected system behavior
— If this is a bug, with the help of Engineering department, fix the bug
— Clearly communicate the results of the investigation to a customer via email of phone
— Set correct client expectations
— Create documentation and standardization to allow customer questions to be answered by L1/L2 Support
— Suggest ways to improve the product based on customer feedback
— Be proactive with customer requests and try to help them as much as possible

О проекте
YayPay is building a cutting-edge accounts receivable management software that uses machine learning to help finance teams become revenue heroes. YayPay’s vision to help finance teams perform their most valuable work. We’re a rapidly growing company at the forefront of back-office automation, AI, and machine learning. YayPay is also one of the leaders of the industry in terms of user experience and consumerization of enterprise software.

Currently, YayPay works with 25 engineers in Ukraine, mainly located in Kyiv, Dnipro, and also in other regions of Ukraine. Due to the COVI-19 pandemic, we are fully remote in all the locations of the company, but once it gets better we expect to provide office space.

From the technology perspective, YayPay Platform is a SaaS offering, which integrates with a number of different systems, such as:
— ERP systems to pull accounts receivable data from (e.g. NetSuite, Intacct, Sage X3 etc.)
— CRM systems, like SalesForce to pull and push relevant customer information
— Payment Providers to allow CreditCard and ACH to be made through the platform
— Credit Providers like CreditSafe to pull credit information

The application currently undergoes the phase of the active new feature development — we are working on building new modules: Reporting & Analytics Module, Credit Module, Cash Application Module.

The application is built on Service-Oriented Architecture, with the use of Kubernetes and technologies around it.

The main technology stack is described below:
— Back-End: Java 11, Spring Framework, Hibernate, MySQL, Kafka, Exasol
— Front-End: VueJS and KendoUI
— Machine Learning: Python and relevant machine learning libraries are used for the ML services
— Hosting: the application is hosted on AWS, with extensive use of the native AWS services