Technical Support Representative

| Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Braintree builds products that make payments easier—so easy that they fade into the background, making entirely new kinds of interactions possible. Interactions like seamlessly paying for your ride share—or the condo you rented this weekend—without presenting a card or pressing a button, or buying a lamp on Pinterest...right from Pinterest. The Braintree full-stack payment platform lets companies build their own experiences and then scale their businesses around the globe. We're known for our technology but we're also known for our support, with internal risk and underwriting, account management and technical support teams who ensure a frictionless payments experience.

Acquired by PayPal in 2013, Braintree is now in an even greater position to change the way people pay. Headquartered in Chicago, Braintree has offices in San Francisco, New York, Sydney, London with employees stationed around the world.

The best talent deserves the best perks. Join the Braintree Team and you’ll get tuition reimbursement, public transit commute reimbursement, and much more! 

Check us out - Braintree on The Muse | LinkedIn | Glassdoor | Facebook | Twitter


Role Description: 

We're looking for a highly organized go-getter and problem-solver to join our Technical Support Team. This person will delight our merchants by delivering accurate and quick assistance in the style of Braintree’s white-glove service experience. With our core values of Ask Why, Care A Lot, and Solve Together in mind, our Technical Support team provides first-touch support to merchants and developers via phone and email. After comprehensive training on Braintree’s products and technical integration methods, this candidate should be excited to play a pivotal role in supporting and maintaining the day-to-day operations of our diverse merchant base. 


Day in the Life: 

  • Getting Started: For the first two months, you will be training and working side-by-side with other Supportreeps to learn the ins-and-outs of Braintree, how payments work, and more advanced integration troubleshooting methods. 
  • Inbound Phone Calls and Tickets: Supportreeps split the majority of their time between taking inbound calls and email tickets from merchants and developers. Since every merchant has a unique goal for their business, it’s up to Supportreeps 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:  
    • Braintree’s products, tools, features, and SDKs covered in our Developer Documentation and Support Articles 
    • PayPal features and how they can be leveraged using Braintree’s API 
    • Client-side and server-side code, validation errors, and other technical factors affecting a merchant’s payment processing 
    • The lifecycle of a transaction, and what a specific transaction status means 
    • How the ever-evolving payments industry works across the globe 
    • What other teams at Braintree do: Tech Support is often a merchant’s first stop, and sometimes the best way to help is to connect them with the right team  
  • Beyond the Queue: As a Supportreep, 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 
    • Participating in our peer-driven quality assurance programs 
    • Building, updating, and experimenting with your own Braintree 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 treeps, being available for more nuanced questions, and giving feedback to Product teams on behalf of merchants and the team 
    • Updating internal documentation and providing regular feedback to improve our external Support Articles and Developer Documentation 
    • Presenting in team meetings 

Requirements: 

  • Believe in Braintree’s Values of Ask WhyCare, A Lot, and Solve Together. 
  • Be a self-starter, independent learner, and have unparallelled resourcefulness. 
  • Feel brave leaping into the unknown and agile in an environment that is constantly changing. 
  • Love swimming in solutions versus dwelling on problems 
  • Be a great writer with a keen eye for the nuances of the English language. 
  • Have a strong interest in technology, and demonstrate an intuitive ability to troubleshoot hardware, software, or other emerging technologies. 
  • Excited about diving into and troubleshooting code -- some coding experience is a bonus, but not required 
  • Possess infinite patience and a desire to turn angry customers into happy ones. 
  • Experience in a role that puts you in direct contact with customers or clients. 
  • Comfortable with the occasional rotating evening, weekend, or holiday shift: Supportreeps will generally work one weekend day per month in exchange for a weekday off and a few holiday shifts throughout the year. 

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ClojureLanguages
    • RustLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • DropwizardFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • S3Databases

Location

222 Merchandise Mart Plaza, Chicago, IL 60654

An Insider's view of Braintree

What projects are you most excited about?

Braintree is committed to continual improvement in the areas of D&I. We do this by emphasizing our values of Ask Why, Care A Lot, and Solve Together, Ensuring D&I is an ongoing conversation at all levels of the company, offering company-wide D&I trainings, and supporting employee developed events.

Anna Johnson

Diversity & Inclusion Program Manager

How do you empower your team to be more creative?

Working on internal products, I have a direct feedback channel to my teammates, to help fix things when they aren't quite right. Seeing this multiplier effect in action, seeing how it unlocks my teammates to new productive ends, is extremely satisfying.

Andrew Harris

Software Engineer

What are Braintree Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Acme Co. provides Backup child care assistance.
Generous Parental Leave
Family Medical Leave
Adoption Assistance
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
Promote from within
More Jobs at Braintree14 open jobs
All Jobs
Data + Analytics
Dev + Engineer
Operations
Sales
Operations
new
Chicago
Operations
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Braintree's full profileSee more Braintree jobs