New

Support Engineer, Payroll

Mountain View, US

About EarnIn

As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real-time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks. 

We’re fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world-class talent onboard to help shape the next chapter of our growth journey.

Position Summary

We’re seeking a Support Engineer to deliver technical support for EarnIn’s payroll applications. You’ll work closely with B2B customers, troubleshoot and resolve complex issues, and collaborate with cross-functional teams to improve our product and customer experience. This is an exciting opportunity for someone who enjoys problem-solving, customer interactions, and working in a fast-paced environment.

This is a hybrid position; this individual should expect to be in the Mountain View, CA office 2-3 days per week minimum. The US base salary range for this full-time position is $123,300-150,700 + equity + benefits. Our salary ranges are determined by role, level, and location.

What you’ll do:

  • Provide technical support for EarnIn’s payroll applications, diagnosing and resolving customer issues within SLA guidelines.
  • Prioritize and manage multiple support tickets while maintaining clear communication with customers.
  • Identify and escalate product defects, collaborating with the Engineering and Product teams to drive resolutions.
  • Maintain and enhance customer knowledge base and training materials.
  • Analyze customer trends to proactively identify opportunities for process improvements.
  • Assist with testing product releases and hotfixes to ensure system stability.
  • Build strong relationships with customers and act as a trusted advisor.

What we’re looking for:

  • 3+ years of B2B customer support within Payroll or Human Capital Management (HCM) applications.
  • Bachelor's degree or equivalent industry experience.
  • Strong problem-solving skills with a proactive and customer-first mindset.
  • Excellent verbal and written communication skills.
  • A passion for continuous learning and teaching others.
  • Prior experience producing customer-facing tutorials in written and video formats.
  • Ability to prioritize, multitask, and manage time effectively in a dynamic environment.
Bonus points if you have:
  • American Payroll Association (APA) or SHRM certifications. 
  • Familiarity with CSV, XML, ASPX, HTM, CSS, or other data/web file formats.
  • Hands-on experience with Microsoft SQL Server 2016 or higher.

At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience but also in perspective. We celebrate our diversity and strive to create a culture of belonging. EarnIn does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. EarnIn is an E-Verify participant. 

EarnIn does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.
 
#LI-Hybrid

 

 

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