Application Support Engineering Specialist

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same. .

The Role

Application Support Engineering (ASE) is one of the Tier 3 teams within the Seller Advance Support Team and serves as an internal support system within Square Customer Success (CS). On ASE, you will utilize your expertise on all things Square - product, policy, and procedure - partnered with a deep understanding of the Customer experience, in order to connect the voice of our Sellers with Engineering and Product. 

Application Support Engineering Specialists are responsible for managing the CS team’s JIRA filing process. They review all technical issues escalated by  the SAS Tier 2 team, International and overnight Advocates in JIRA. They resolve many issues, thus deflecting unnecessary escalations to Square’s Engineering teams and ensure issues that are escalated are filed completely and accurately so teams can focus on quickly diving into true issues. Your expert product knowledge will be used to focus on driving shorter resolution times so Square’s Sellers can get back to business faster! This is a seller facing team - we communicate with the sellers directly once a Jira is filed through to resolution. You will maintain strong relationships with engineering leaders and are responsible for communicating the impact of bugs and SEVs to engineering. The ASE team will continuously drive towards better processes and coaching programs around bug filing for the CS team. Our mantra is to work smarter - continuously looking at ways to improve how we work.  

Qualifications

The ideal candidate will have attention-to-detail, strong troubleshooting, communication, critical thinking, problem-solving, and prioritization skills. They thrive in a fast paced environment, are the epitome of resilience and are able to calmly weather a storm. To succeed you must possess exceptional time management skills. In this role, you’ll develop data analytics and project management skills, cross-functional agility, while strengthening your already excellent written and verbal communication.  

In order to qualify for this role, you need to meet the following criteria: 

• Ecom experience is a must, POS experience is a plus
• In current role, of momentum level 2 or higher, for 9+ months a must, 2+ years at Square
• Performing at or above expectations in current role and not be on a current performance improvement plan or on a final warning in the last 6 months
• Expert product knowledge and demonstrated ability to learn quickly  
• Excellent customer service skills
• Must have experience with JIRA, strong JIRA filing skills, and the metrics to prove it! 
• Dedicated to meeting expectations and requirements of internal and external customers.
• Expert problem solving, priority setting and time management skills
• Friendly but professional and concise written communication
• Comfortable presenting to higher management 
• Excel at dealing with ambiguity and learning on the fly. You are action oriented. 
• You are committed to self development and developing positive peer relationships.
• You embrace feedback as a gift and vehicle for growth.
• Familiarity with Excel and/or Google Sheets
• Previous project experience a plus
• Flexibility with scheduling based on business needs

*It is strongly recommended to request a shadow prior to applying. Shadows will only be granted for those who meet the above requirements.

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:

• Healthcare coverage
• Retirement Plans
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Flexible time off
• Learning and Development resources