Technical Support Specialist II

Life at MX

We are driven by our moral imperative to advance mankind - and it all starts with our people, product and purpose. We always carry a deep sense of drive and passion with us. If you thrive in a challenging work environment, surrounded by incredible team members who will help you grow, MX is the right place for you.

Come build with us and be part of an award-winning company that’s helping create meaningful and lasting change in the financial industry.

Job Summary

MX is seeking a skilled and motivated Level 2 Technical Support Specialist  to join our Customer Support team. This role is dedicated to resolving highly complex client issues, primarily through our live chat channel, and additionally through our ticketing system. You’ll leverage your deep technical knowledge—particularly with APIs, integrations, and mobile/web platforms—to support customers and guide teammates through escalated support cases.

You’ll be a key part of elevating the client experience by ensuring complex problems are resolved efficiently, while also strengthening our knowledge base and team capabilities. If you're passionate about technology, enjoy solving challenges in real time, and thrive in fast-paced environments, this role is for you.

Job Duties

• Serve As The Primary Point Of Escalation For Advanced Technical Issues Via Email, Including Apis, Third-Party Integrations, And Data Discrepancies.

• Assist in resolving customer support and technical requests outside of chat systems when needed.
• Provide backup coverage for the Level 1 support queue during slower periods, ensuring consistent client support and service levels.
• Troubleshoot and resolve issues across multiple systems and toolsets to deliver thorough resolutions.
• Collaborate with assigned clients and partners on support and integration matters.
• Mentor support team members and promote knowledge-sharing across the team.
• Create, update, and maintain both internal and client-facing technical documentation.
• Identify opportunities for process improvements and contribute to team growth initiatives.
• Participate in assigned projects and support team-wide objectives.
• Partner with cross-functional teams (Product, Engineering, Client Success) to share customer feedback and drive product enhancements.
• Utilize interpersonal skills, specifically working with co-workers, clients, and management
• Must learn and effectively use various data querying tools and any other MX specific toolsets
• Learn Git process and effectively use Github
• Efficiently read and interpret log data
• Effectively communicate and simplify technical terms for the client
• Consistently meet or exceed performance goals, contributing to overall team success.

Requirements

• 4+ Years Of Technical Support Experience, With A Focus On Troubleshooting Complex Issues.

• Hands-on experience troubleshooting APIs (RESTful services, authentication, etc.).
• Familiarity with software development and code analysis (not expected to code daily, but should understand how to read and interpret technical information).
• Strong written communication skills with the ability to clearly articulate technical concepts.
• Excellent organizational skills and ability to manage multiple priorities independently.
• A mindset oriented toward continuous learning, growth, and mentoring others.
• Familiarity with logging tools, monitoring systems, or debugging methods is a plus
• Excellent analytical and troubleshooting skills
• Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems
• Knowledge of Microsoft Office 365 Suite of applications
• Expected to gain experience in all MX core services, applications, and architecture
• Previous experience in the financial industry is a bonus
• Must be flexible and willing to work a rotating shift schedule as assigned

Work Environment

In this role, a significant aspect of the job involves working in the office for a standard 40-hour workweek. We believe that the collaborative nature of our work and the face-to-face interactions among team members are essential for fostering a dynamic and productive work environment. Being present in the office enables seamless communication, facilitates quick decision-making, and encourages spontaneous collaboration that contributes to the overall success of our projects. We value the synergy that comes from having our team members physically together, allowing for immediate problem-solving, idea exchange, and team building.

Compensation

The expected earnings for this role could be comprised of a base salary and other forms of cash compensation, such as bonus or commissions as applicable.

This pay range is just one component of MX’s total rewards package. MX takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location, skillset, peer compensation.

**Please note applicants applying for this position must have the legal right to work in India without the need for sponsorship. We are unable to provide work sponsorship for this role, and candidates should be able to verify their eligibility to work in the country independently. Proof of eligibility to work in India will be required as part of the hiring process.