We're looking for a highly organized go-getter and problem-solver to join our Technical Support Team. This person will delight our clients by delivering accurate and quick assistance in the style of our white-glove service experience. After comprehensive training on our products and technical integration methods, this candidate will play a pivotal role in supporting and maintaining the day-to-day operations of our diverse client base.
Array is revolutionizing how businesses leverage and enhance consumer data. Our platform enables innovative companies and developers to seamlessly integrate credit and identity data into their apps, websites or workflows. As a remote-first company, we’re focused on providing opportunities for autonomous individuals to have high levels of impact at the forefront of the fintech space. Continuous improvement, experimentation, and a clear mission stretch us individually and together in service of delivering the best products for our clients and users.
Getting Started: For the first two months, you will be training and working side-by-side with other Support Specialists to learn the ins-and-outs of Array, how our systems work, and more advanced integration troubleshooting methods.
Inbound Inquiries and Tickets: Support Specialists split the majority of their time between taking inbound calls, slacks and email tickets from clients and developers. Since every client has a unique goal for their business, it’s up to Support Specialists to leverage their knowledge, creativity, and ability to troubleshoot to find the best solution for every scenario. Here are just a few examples of the types of expertise you’ll offer on any given day:
Array’s products, tools, features, and SDKs covered in our Developer Documentation and Support Articles
Array features and how they can be leveraged using Array’s API
Client-side and server-side code, validation errors, and other technical factors affecting a clients integration with Array.
What other teams at Array do: Technical Support is often a client's first stop, and sometimes the best way to help is to connect them with the right team
Beyond the Queue: As a Support Specialist, once you’re comfortable with day-to-day queue work, you’ll be expected to continue your personal development and contribute to the team in other meaningful ways. Depending on your professional goals and team needs, this may include any of the following
Collaborating with other Product and Operational teams via Slack, our internal chat tool
Developing new-hires through one-on-one phone and email shadowing or facilitating training sessions
Building, updating, and experimenting with your own Array integration to increase your understanding of the product
Acting as a subject matter expert or stakeholder for a specific product or feature, which can involve training other Specialists, being available for more nuanced questions, and giving feedback to Product teams on behalf of clients and the team
Updating internal documentation and providing regular feedback to improve our external Support Articles and Developer Documentation
Presenting in team meetings
Array Offers All Employees the Following Benefits and Perks:
Full medical, dental, and vision, premiums covered at 100% for employees and 50% for dependents
Unlimited PTO and sick leave + 14 company holidays to encourage a healthy work-life blend
In-house wellness concierge and partnership with TalkSpace to support mental health
100% 401k match with immediate vesting
Generous and competitive parental leave for all parents
$1,000 desk setup subsidy to set-up your unique remote office
$100/month to subsidize wifi/cell phone expenses