Support Engineer

Title: Support Engineer (Los Angeles Remote)

Location: Los Angeles

Category: Support

Job Description:

Support the product that powers better access to banking

Prelim is looking for a Support Engineer to join our (small, but growing!) team. In this role, you'll help banks worldwide leverage our digital account opening platform, ensuring a seamless experience for both customers and internal users. If you're passionate about customer success, thrive in a fast-paced remote startup environment, and love solving complex technical problems, we encourage you to apply!

Key Responsibilities:

• Serve as the first point of contact for Prelim customers seeking technical assistance.
• Diagnose and resolve issues related to product configuration, integrations, and performance.
• Collaborate with engineering teams to escalate and fix complex bugs or product gaps.
• Build strong relationships with clients, acting as their voice within Prelim to ensure their needs are met.
• Provide feedback to product teams on recurring customer pain points and feature requests.
• Assist customers in setting up and optimizing Prelim's platform for their specific use cases.
• Create and maintain best-practice guides, tutorials, and FAQs to help customers self-serve.
• Identify recurring issues and work with cross-functional teams to implement long-term solutions.
• Monitor support metrics (e.g., response times, resolution rates) and help improve them through process enhancements.
• Develop knowledge base articles, training videos, and other resources to empower customers and internal teams.
• Host training sessions or demos to showcase new features and best practices.
• Synthesize support trends and propose new processes or tools that streamline troubleshooting and reduce resolution times.
• Contribute to product roadmaps with actionable insights drawn from real-world customer usage.

Qualifications:

• Comfort engaging with external stakeholders, understanding their needs, and guiding them to solutions.
• Familiarity with REST & SOAP integrations.
• Experience with backend languages such as Node.js, Python, or Ruby.
• Understanding of databases (e.g., PostgreSQL) for investigating or querying data.
• Ability to dissect technical issues, analyze logs, and propose effective resolutions.
• Capable of translating technical concepts for both engineering teams and non-technical stakeholders.
• Adaptable, eager to learn, and ready to have an outsized impact in a rapidly evolving remote environment.

About Prelim:

Prelim is transforming how banks onboard customers by streamlining digital account opening for consumers and businesses. Our small, dedicated team delivers powerful solutions that help financial institutions move faster and enhance user experiences. Working with us means collaborating with banks of all sizes, pushing boundaries, and driving real impact. We value innovation, learning, and collaboration, offering opportunities to shape the future of banking technology. Join Prelim to empower financial institutions worldwide and redefine what's possible in digital account opening. If you're ready to drive change, we'd love to hear from you.

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