Technical Support Engineer

Location: Hybrid. Dallas/Fort Worth area

Company & Position Overview

BIM is a dynamic and rapidly growing SaaS payments provider dedicated to giving our partners the solution to power in-store, mobile and web commerce.We are seeking a highly skilled and motivated Technical Support Engineer to join our dynamic team. In this role, you will provide expert technical analytics-based assistance to our customers and internal teams. You will be responsible for all matters in which data is needed, including analytics, visualizations, database maintenance, ad-hoc and regular reporting, and anything else that might arise. .

Key Responsibilities:

General Responsibilities:

Provide ad-hoc reports to customers as requested

Work in conjunction with the marketing and customer service team to quantify the impact of issues as they arise

Maintain daily, weekly and monthly reports for clients and internal teams

Conduct research as you see fit that might assist in BIM's growth

Think critically and collaborate with team members about the most efficient and accurate way to quantify a problem

Produce data-driven insight about the company

Maintain the reporting database, including running automated scripts to refresh the data

Collaborate with team members to proactively analyze data to answer key questions for stakeholders or yourself

Create and maintain visualizations for the end user through data interpretation and analysis, including combining insights from multiple data sources

Issue Management:

Track, prioritize, and manage multiple reporting requests to ensure timely resolution.

Assist in the resolution of customer issues, especially when data is needed to resolve those issues

Measure the impact of issues on BIM’s business once they have been resolved

Collaboration:

Work closely with marketing, customer service, account management, risk, development, and IT teams to provide regular and ad-hoc reporting requests

Communicate effectively with internal and external customers and team members to provide updates

Documentation:

Create and update technical documentation, including knowledge base articles and FAQs.

Contribute to the improvement of internal processes and support tools.

Continuous Improvement:

Stay current with industry trends, product updates, and new analytical trends.

Participate in training and certification programs to enhance technical skills.

Qualifications:

Experience:

2+ years of experience in a data-centered role.

Experience with ACH payment solutions is a plus.

Education:

Bachelor’s degree in Computer Science, Information Technology, Business, Data Analytics, or a related field, or equivalent work experience.

Technical Skills:

Proficient in Excel (including Power Query and VBA) and SQL; HTML, PowerShell, Python, and/or R is an advantage

Experience with both prescriptive and predictive analytics

Experience with data ETL and maintaining a SQL database

Experience with creating and running automated processes

Experience with Azure SQL is an advantage

Data visualization (Tableau, Power BI) experience is an advantage

Web scraping experience is an advantage

CRM experience is an advantage

Proficiency in operating systems (Windows, Linux, macOS).

Familiarity with remote support tools and ticketing systems (e.g., Jira, Zendesk).

Soft Skills:

Ability to transform data into insight that BIM can act on

Excellent problem-solving and analytical skills.

Strong verbal and written communication skills.

Ability to work independently and as part of a team.

Strong organizational ability, including the ability to manage ad-hoc reporting requests with the daily/weekly/monthly needed reports

Willingness to learn and study BIM’s KPIs and creating your own metrics that measures BIM’s operations

Ability to synthesize and effectively communicate complex analytical results to a non-technical audience

Benefits:

Competitive salary and performance bonuses

Health, dental, and vision insurance

Retirement savings plan with company match

Flexible work hours and remote work options

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Technical Support Engineer