L2 Support Engineer

New York, NY
Customer Success
Full-time
Ocrolus is a venture-backed fintech company that uses Artificial Intelligence and crowdsourcing to automate financial review processes. The Company transforms e-statements, scans, and cell phone images, regardless of quality, into 99+% accurate digital data. By replacing tedious, imperfect human audits with sharp, AI-driven analyses, Ocrolus modernizes financial assessments in lending and a variety of other industries. The company is in hypergrowth mode, having grown revenues 500%+ in 2018, and expecting to grow another 300-500% in 2019.

Series A investors include Bullpen Capital, QED Investors, Sam Hodges (Co-founder, FundingCircle), Vince Passione (CEO, LendKey), and Ram Ahluwalia (CEO, PeerIQ), among others.


Position Description: L2 Support Engineer
Location: New York, NY

Who We Are:
Ocrolus is a venture-backed Fintech company that uses artificial intelligence and crowd-sourcing to automate financial review processes. The company transforms e-statements, scans, and cell phone images, regardless of quality, into 99+% accurate digital data. By replacing tedious, imperfect human audits with sharp, AI-driven analyses, Ocrolus modernizes financial assessments in lending and a variety of other industries. 
 
About You:
We’re looking for a L2 Support Engineer who can come in and assist our team in the investigation/resolution of technical issues with customers. We need someone with a strong and successful track record of solving hard problems using out of the box thinking. You’ll be expected to:
-        Interface with customers via Ocrolus Support Channels
-        Investigate technical issues with client integrations or internal system
-        Delegate issues to downstream teams for deeper investigation
-        Coordinate with Product team to troubleshoot and devise solutions
-        Maintain documentation and playbooks related to Support and System Operations
-        Maintain healthy and fruitful relationships with customers through customer feedback surveys
-        Guiding customers though installation of our platform and basic configuration
-        Be flexible, self-motivated and a fast-learner
 
You should have:
-        2+ years experience with HTTP
-        2+ years experience with JavaScript (specifically data-structures and JSON)
-        2+ years of experience with SQL
-        2+ years of experience with Python
-        1+ years experience with AWS
-        Experience building and maintaining machine-to-machine B2B integration systems
-        Diagnostic capabilities, i.e., ability to apply problem solving methodologies to diagnose and solve operational problems
-        Change Management and documentation skills
 
Preferred
-        Troubleshooting abilities with Microsoft Excel, including Macros and VBA
-        Software related Bachelor’s degree
 


We’re a young and rapidly growing FinTech company - if you have ever wanted to jump on a rocket ship as it’s taking off, now is your chance!