Rain is a venture-backed fintech with a mission to kill predatory financial products like payday loans. Our first product gives employees instant access to their wages, which solves a major problem for real people (115 million American workers are living paycheck-to-paycheck). Rain is the fastest-growing startup in the category and was incubated with QED Capital, a top fintech venture fund.

Our team culture is rooted in a deep commitment to Shokunin, the Japanese philosophy of giving your very best for the general welfare of people. Other core values at Rain: radical transparency and zero ego.

We are looking for an IT Technical Support Specialist to work in our Customer Service escalated support group, inside our Engineering organization. You will help us to diagnose customer issues, interact with our level 1 support team, fix configuration and data issues and escalate more complex issues to our core engineering teams. We want your help ensuring our users get the help they need very quickly, and that we will have an efficient process that can scale as we grow. You will work together with other Support Analysts, Scrum Masters and Engineers from all of our squads, supporting our United States operation. We strongly believe in the importance of having close contact with our users, so you will talk a lot with our operational people in the United States, in English, to understand issues from admin users and end users.

Responsibilities

  • IT technical support tier 2 and tier 3
  • Installing and supporting Windows, MacOS and Linux based hardware and software
  • Follow IT service management processes: Asset management, incident management, request management and project management to end users and maintain high level of performance in achieving service level agreements
  • Training end-users on hardware and software
  • Documenting processes and performing diagnostic tests
  • Ability to troubleshoot software, and hardware and connectivity issues remotely 
  • Familiarity with encryption and security tools and triaging within this environment 
  • The ability to take on small and large projects from start to finish
  • Troubleshoot client-side network connectivity issues, including digital authentication, emore access, secure wifi and wired connectivity to the internal network 
  • Seek feedback from other help desk technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements  

Skills and Qualifications

  • Strong sense of urgency and agility
  • Strong people management skills 
  • Good problem solving, diagnosis and troubleshooting skills 
  • Ability to work under pressure in a fast paced environment is a must 
  • Strong mobile support (android, IOS ext) experience 
  • Ability to work independently and within a team 
  • Bachelor’s degree in Information technology, computer science or equivalent required
  • 5+ years of IT service desk experience 
  • Great verbal and written communication skills
  • Great level of organization, discipline and analytical thinking to diagnose complex issues
  • Proven work experience diagnosing technical issues and interacting with support and engineering teams
  • Experience in IT service management frameworks such as ITIL or COBIT
  • Experience working within global team
  • Ability to work independently on multiple projects at once
  • Google Workspace, Slack and Jira/ Confluence administration experience
  • Drives value to customers and team members by creating and sharing related knowledge and partners with customers to support their business strategy and goals

Plus

  • Previous experience with LDAP services
  • Experience with MDM implementation
  • Previous experience in startups

The Rain Instant Pay app provides early wage access for employees at mid to large-sized organizations to improve financial wellness and increase employee productivity.

With 63% of Americans living paycheck to paycheck, financial wellness tools are an important part of any employee benefits package. Rain works by giving advances on upcoming paychecks; it is not a loan and there is no interest. Employees pay a small fee for this service, which is healthier than payday loans. 

Rain’s mission is to regrow financial freedom by giving people full control over their income and to put an end to predatory financial products, replacing them with on-demand pay.

Find out more at https://rain.us, LinkedIn, Facebook, Twitter, Instagram, and YouTube.

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