Billing Support Engineer

QuickNode is a cloud-based infrastructure company that powers the blockchain ecosystem.

 Our mission is to be the indispensable utility that empowers companies and innovators globally to build next-generation, Web3 enabled businesses & applications using blockchain technology. QuickNode is backed by some of the world's best investors including Tiger Global, Y Combinator, SoftBank, and the Seven Seven Six Fund. The QuickNode team has over 120 people maintaining high performance global data infrastructure for amazing customers serving billions of requests daily.

 We are a global remote company with an HQ in Miami, Florida.

The Role

As a Billing Support Engineer, you will be working on everything from answering simple support requests from potential customers about our billing service.

You will be responsible for ensuring that we provide resolutions to customers quickly and translate customer hardships into actionable items for our developer and product teams to fix. This includes understanding platform issues, identifying areas of improvement, creating process, and all that is required into developing a top-tier billing experience for small developers to future Fortune 500 companies.

We’re looking for a self-starter, who is communication focused with a deep sense of ownership and a team mentality to collaborate on achieving high quality customer experience. We’re looking for an individual who does not need constant supervision to track issues, reproduce customer issues, etc.

You can expect to meet on a daily basis to go over customer issues, task progress and design solutions.

What You'll Do

These are examples of things we would like to have seen you achieve in the past - don't worry about a perfect 1:1 match:

• Have handled customer support in a technical capacity.

• Worked on a remote team of 5-10 people.

• Written scripts to figure out why some technical thing is not working.

• Managed refunds, credits and charges in Stripe.

• Lead a customer support team in a technical capacity.

What You'll Bring

• Web3 communities and cryptocurrency trends.

• Outstanding customer support and interpersonal skills.

• 2+ years experience with Stripe and/or similar billing system(s).

• Strong communication and data analytics skills.

• Understanding of SaaS or subscription billing cycles.

• Ability to work in a high volume setting and respond to customer inquiries in a timely manner.

• Ability to identify and communicate payment and/or system trends.

• Models teamwork through cooperation and collaboration within their team and cross-functionally.

International ranges, in local currency, will be discussed during the hiring process with applicable candidates. This role is eligible for a quarterly bonus tied to company and individual goal achievement. We consider years of experience, level of proficiency in job function, the technical competencies required and location when determining base salary ranges for positions and levels.

The QuickNode compensation philosophy includes pillars to ensure fair and unbiased compensation for all employees. To design and deliver total reward offerings that are employee-centric. To offer a competitive benefit package in all locations where we operate. To prioritize attracting and retaining the best talent globally. To maintain a high-performing and flexible way of working.

 During the hiring process, we are committed to discussing compensation openly and honestly. We encourage candidates to share their salary expectations and requirements early, allowing for an individualized discussion. We know that our total rewards practices impact the lives and wellbeing of our employees. Therefore, we will never stop learning about the market, our business, your needs, and how best to achieve our goals through thoughtful and data-driven practices. If you have any questions or require further information about the compensation for this position, please don't hesitate to reach out to your Recruiter. 

We at Quicknode are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.