Client Services Engineer

WHO WE ARE

At Victor, we are on a mission to lower the barriers to innovation in financial services. We build FinTech AND bank-friendly software to embed banking and payments functionality into any application in a matter of weeks. Join us and be part of an exciting team backed by MVB Bank, a leading Fintech-focused bank to enable disruptors everywhere.  Our goal is to positively impact 1 billion lives and we’re hiring the best and brightest to help us get there.

When hiring, we look for competency within the role, but also value ability to fit into the overall culture at Victor. We embrace open, honest communication; we encourage trust within our company and amongst our partners; we treat each other with respect while maintaining an environment where constructive criticism and the best solution wins; and, most importantly, we support each other and enjoy solving hard problems as a team. We are focused on sustained excellence and are looking for team members who will consistently push themselves and their teammates to build the next great thing. 

JOB DESCRIPTION

We are looking for a talented and motivated Client Services Engineer with strong problem-solving and customer service skills. The individual we seek will be an essential contributor to our company’s success. You will work closely with our clients, engineers, testers, and product teams in a fun and open atmosphere helping FinTechs realize their payment strategy by deploying Victor’s products and services.

Our clients are banks and FinTech companies looking to offer banking solutions to their clients.  We are an early-stage startup company building our team and defining our values and we’re focused on hiring people with a passion for creativity, collaboration, and problem solving with a strong commitment to quality.

You will have direct responsibility for ensuring Victor’s clients deploy our solutions in accordance with industry best practices and you will actively participate in pre-sales, integration, and support activities. You will work with engineering, but also with senior leadership, product, and act as a trusted advisor to Victor clients for their payments needs. The position is remote, based in the United States and may require a limited amount of domestic business travel from time to time.

DUTIES AND RESPONSIBILITIES

• Provide first line support to Victor clients
• Serve as a solutions resource to pre-sales efforts (both new clients and new product opportunities for existing clients)
• Apply best practices to client implementations
• Assist clients in identifying opportunities within Victor’s platform to best support their needs
• Lead client troubleshooting efforts internally by:
  • Diagnosing issues independently with internal and 3^rd party tooling, and/or with assistance of additional stakeholders where necessary (engineering, product teams)
  • Interface with 3^rd party partners to include banks, core banking processors (Jack Henry, Fiserv etc.), and vendors
  • Work to remedy issues by providing customers with proper answers/guidance
  • Assist engineering and product teams on any potential product issue requiring a bug fix, documentation update, or new feature request
• Be a key contributor to Victor integration documentation
• Regularly communicate status and progress on specific deliverables to senior leadership
• Provide measurable input into new products, processes, standards, or plans in support of the business
• Contribute to the development of client-facing tools and testing utilities to help ensure a smooth integration process for our clients

REQUIREMENTS

• Experience with a high volume, high throughput application
• Strong desire to consistently improve customer experience in onboarding and BAU support
• Superb analytical and problem-solving skills
• Experience with financial reconciliation analysis and a strong understanding of virtual ledgering
• Experience engaging with clients
• Excellent technical writing and presentation skills
• Strong leadership, interpersonal, relationship-building, and negotiation skills with a track record of developing internal and external relationships
• Ability to juggle multiple tasks and responsibilities at the same time, prioritizing accordingly as the needs of the business evolve
• Self-driven and motivated to build a product, a team, and a company

EDUCATION AND WORK EXPERIENCE

• Minimum 5 years of experience in a software development and/or support role
• At least 5 years’ experience with Java and other OO languages
• At least 4 years’ experience with MySQL
• At least 5 years’ experience with SaaS applications hosted in a cloud environment, preferably AWS
• Knowledge of prevalent US payment methods (specifically ACH, Wire, card payments, and RTP/FedNow) is desirable
• A Bachelor’s and/or Master’s degree or equivalent combination of training and experience
• Experience working with fintech companies and/or financial services companies
• Experience with the following solutions is advantageous:
• Jira/Atlassian, Datadog, ZenDesk, SendGrid, Readme

At Victor, we value and encourage diversity in our workforce.  We are an Equal Opportunity Employer and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.