Technical Support Analyst, Beyond
Payments
+ Stock options
Rental revenue management
Be an early applicant
Rental revenue management
201-500 employees
Be an early applicant
+ Stock options
201-500 employees
Company mission
To deliver a best-in-class revenue management solution for short-term rental owners and managers as it offers the tools they need to get, grow and keep revenue.
Role
Who you are
- Beyond is passionate about diversity and cultivating our team’s potential
- Focused - You know when to dive into technical problem solving and you enjoy it
- Organized - You are able to balance multiple tasks, work within SLAs, document and share your knowledge
- Detail-oriented - You make a point to precisely examine situations while troubleshooting to detect any anomaly
- Communicative - You are able to effectively work and communicate with different stakeholders ranging from clients, to Customer Support Specialists, and Engineers
- Experience working in a fast-paced, fintech SaaS startup environment
- 2+ years of experience working in Customer Support or Service, Engineering experience a plus
- Experience working with payment processors and payment facilitators
- Foundational knowledge of HTTP, JSON, consuming web services and RESTful APIs
- Hands-on experience with Chrome DevTools, Postman or any other API client tool
- Hands-on experience troubleshooting application logs with Mezmo (formerly LogDNA), Betterstack (preferred), Sumologic, Raygun, or any other log analysis tool
- Hands-on experience writing SQL queries and a good understanding of Relational Databases
- Passion for outstanding customer support and the role it plays in making the larger team successful
- Experience communicating difficult, technical concepts in a professional and thoughtful way
- An ability to understand customer pain points and a genuine desire to help our customers resolve issues
- Knowledge of HTML DOM, CSS, Python and Javascript is a plus
What the job involves
- With this in mind, we are looking for a Technical Support Analyst to join our growing Tally Team, our payment processing product for the vacation rental industry
- We pride ourselves on providing an outstanding customer experience across all departments at Beyond, and this role would be the first dedicated Technical Support position on the team for Tally
- Reporting to the Manager of Global Support, you'll have the opportunity to play a key part in ensuring that our customers thrive
- Owning the knowledge and communication to clients on the flow of funds - from guest payment, to internal or external gateways, to payment facilitator, to submerchant
- Mastering each external integration that Tally operates with
- Identifying and providing remediation on simple and recurring technical and integration issues
- Serving as the escalation and communication bridge between the Customer Experience team and the Engineering team for complex technical issues
- Breaking down complex issues and troubleshooting across payment processing and general Beyond products
- Proactively monitor accounts for errors using reports in Mode and Data Dog and following up with customers
- Troubleshooting issues remotely with customers
- Helping to train, empower and educate the rest of the Tally team where there are knowledge gaps
- Writing clear and concise defect reports in JIRA with exhaustive descriptions and instructions to reproduce the issue when possible
- Helping to turn customer feedback into actionable recommendations for our Tally Product Team
- Developing, documenting, and updating recurring issues in our knowledge base
Application process
- Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:
- Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
- Interview with our Manager of Global Support
- Complete a technical assignment
- Interview with our Director of Strategy
- Interview with our Director of Customer Success, SMB
Our take
The demand for a short-term rental property depends on a wide range of real-time events, but this is often not considered when they are priced. Long-term analytics will often have an effect on prices based on annual events such as music festivals, but real-time events are rarely considered.
Beyond facilitates dynamic pricing solutions by finding the highest price customers are willing to pay for a short-term property rental. The startup achieves this through algorithmically analyzing real-time data such as customer information, current events and feedback to decide on a valuation.
The startup has supported thousands of property owners and 340,000 listings to date, holding a current focus on dynamic pricing for short-term renters on services such as Airbnb, Vrbo and Booking.com.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Sep 2019
$42.5m
SERIES A
Aug 2016
$2m
EARLY VC
Total funding: $46m
Company benefits
- Unlimited paid time off
- Global collaboration
- Equity options
- Paid parental leave
- Home office equipment purchasing
- US: 4% 401K match
- Private Health Insurance Plans
- Flexible work options
- Accessible senior leadership
- Professional development budget
- International travel opportunity
Company values
- We Care
- We Go Beyond
- We Are On The Same Team
- We Inspire Trust
- We Ship It
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
David Kelso
(Co-Founder & CTO)A former YC founder, Ember.js contributor, and experienced developer. They have built & maintained products used by millions of customers daily.
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