Support Engineer

Are you passionate about technology and Software as a Service? Do you have great writing skills and customer service skills? If so, this position offers you the opportunity to leverage both of these skills! This is your chance to join a Fintech start-up experiencing growth and scaling quickly!

Company

Mako is a leading fintech firm, building software to bring top asset managers and their clients into the cloud. Our SaaS platform allows firms to onboard new clients, interact with their existing clients and simplify costly back-office procedures with smart automation and great user experience.

This is a pivotal time for a transition to cloud services, which has fueled rapid growth in our customer base, as firms seek a product of our quality in order to put their best foot forward to remote clients. With an impressive lineup of existing clients and partners, alongside numerous prospective ones, our ongoing growth requires scaling up our sales team to cater to the growing demand for our digital solution.

Responsibilities

You will initially be trained with all the knowledge and skills to optimally perform your mission. Once trained, you will be reporting to the Manager, Support Engineering and also working closely with the Customer Success team for technical writing purposes. You will ensure that our post-launch clients are well supported and that the team possesses all the appropriate documentation for support purposes. Your primary tasks will include:

• Assist the customer success team in analyzing and implementing client requirements by writing JSON templates to encode form logic, and adjusting PDF forms to match JSON templates.
• Act as the first point of contact for all in-bound communication from post-launch clients.
• Support clients by analyzing any technical issues and bug reports.
• Contribute to Mako’s success with documentation, recommendations on process improvements, and recommendations on new product features.

About you:

• Educational background in computer science, math, physics or engineering.
• You have basic coding and debugging skills, such as Python, JavaScript, etc.
• You have excellent documentation and writing skills.
• You have enthusiasm and great communication skills as you will need to support our clients and nurture that relationship.
• You have excellent customer service skills.
• You possess the ability to learn and retain technical knowledge quickly.
• Experience in the wealth management industry is an asset.
• Bilingual (English/French) is an asset.
• Experience with Jira, Github, and Agile methodology is an asset.

Location:

• Remote

Why work for us:

• Equity in a fast-growing start-up
• Gold-plated benefits
• An internal “unlimited vacation policy”
• High-end Mac or PC laptop
• $1000 budget to outfit your home office
• You get to join a fast-growing fintech start-up and participate in its long-term success