Key skills
Communication
About this role
Description
Lynkwell is creating an integrated energy ecosystem that not only allows stakeholders to participate in the clean energy revolution but to thrive in it. Lynkwell is the entry point to mobility and energy management for businesses, fleets, partners, utilities and drivers alike. Lynkwell was acquired by Nayax (NASDAQ NYAX) in 2025 and has been meged into the company's product portfolio.
This position is on-site, located in Schenectady, NY, 12308
Responsibilities:
- Manage customer expectations and the customer experience to improve customer satisfaction along our entire value chain and across all company touchpoints.
- Comfort and proficiency in providing remote support via phone, email, and video
- Ability to accurately document and manage issues from intake through resolution in the ticketing system
- Demonstrate the ability to research, document, prioritize, manage, and resolve customer issues, using internal tools, collaborating with Product Engineering and other stakeholders when required.
- Provide technical support to internal and external stakeholders, while incorporating updates to training materials and methodologies for both groups.
- Troubleshoot technical issues and provide timely solutions, occasionally after standard business hours.
- Collaborate with system architects and developers to provide technical design guidance to align with strategy and applicable technical standards.
- Distill large data sets into actionable information; work with Product Engineering to implement corrective actions.
- Work collaboratively to evaluate and make strategic decisions that will address specific technology design needs.
- Recommend improvement to existing escalation and business processes; develop escalation and business processes.
- Provide feature explanation to network partners and internal stakeholders.
- Assist developers in troubleshooting their integrations to support debugging, troubleshooting; take responsibility to see that the issue is fully resolved.
- Create or improve existing processes/procedures as well as develop/provide additional “white glove” support practices associated with incident prediction and prevention, and provide solution improvement opportunities to other teams in the organization.
- Build trusting and influential relationships and engage with vendors and third parties as appropriate.
- Participate in and inform the validation and qualification of third-party equipment and software systems to be used in solutions and service provisioning.
- Conduct post-mortem evaluations of escalated issues; implement corrective actions with Product Engineering.
- Distill large hardware and software performance data sets, log files, other, into meaningful prescriptive service tickets or product improvement initiatives.
Requirements
- B.A. or B.S. degree (or A.A. or A.A.S. degree with commensurate experience) in Computer Science, Electrical Engineering, or a related discipline.
- 2+ years of experience supporting high-value clients and internal teams to define and resolve complex technical problems.
- General knowledge of database concepts and an overview of how data is created, archived, retrieved, and integrated.
- Understanding of general software engineering concepts such as servers, databases, and message queues.
- Excellent written and verbal communication skills.
- Ability to effectively collaborate with design, engineering, manufacturing, and service teams.
- Ability to effectively prioritize and advance customer issues, as required.
- Ability to multi-task and perform effectively under pressure.