Dave is a banking app on a mission to create financial opportunity that advances America’s collective potential. Dave's financial tools, including its debit card and spending account, help its more than eight million customers bank, budget, avoid overdraft fees, find work and build credit. Dave is backed by Mark Cuban, Norwest Venture Partners, Section 32, and Financial Venture Studios, among many others.

As the Member Success Engineer, you'll be responsible for being a support specialist and technical resource, as well as the technical liaison between Product/Engineering and Member Success.

Day to Day:

• Identify the root cause of escalated issues, including querying the database to solve payment issues, going through logs to look up error codes, etc.
• Update database with SQL queries when user records need to be troubleshooted and fixed for Dave members
• Utilize tools to quantify scope and severity for issues
• Translate and communicate symptoms of issues between Member Success and Engineering
• Work with other engineers and colleagues from other functions to help Member Success reach its goals
• Partner with different teams to improve Member Success’ tools, Zendesk, and member-facing resources

What You'll Do:

• Become familiar with our front and back-end application code as well as our data model
• Develop an understanding of a Dave Member’s journey, the potential issues they can run into, and any necessary fixes / workarounds provided in the past.
• Be a Subject Matter Expert (SME) for Member Success on Dave member issues by being embedded in a cross-functional squad
• Take ownership of sensitive member issues and ensuring prompt service restoration and resolution to the member’s satisfaction
• Work with various cross-functional squads at Dave regarding new products and feature improvements for reliability, availability, and serviceability
• Contribute to technical documentation (such as White Papers, FAQs, Issues, and Solutions) for internal and/or external use
• Collaborate with your cross-functional team on determining which tools Dave should invest in building to maximize ROI on ticket resolution speed

What You'll Need:

• 3+ years of experience in a technical customer support role
• Experience with the Dave Tech Stack: MySQL, Typescript (Runs on Node.js), Google Cloud Platform, React Native, Amplitude
• Strong communication and collaboration skills, along with the ability to give and receive constructive feedback
• Basic understanding or willingness to learn technical concepts and development process
• Strong problem-solving skills, applicable to large and complex system scenarios
• Customer management and customer service skills

Benefits & Perks 

• Premium Medical, Dental, and Vision Insurance plans

• Insurance premiums 100% covered for you and 80% for your dependents

• Company provided Basic Life and Short-Term Disability plans

• Competitive salary and equity compensation packages

• Voluntary Life Insurance and Long-Term Disability plans

• 401(k) savings plan with matching contributions

• Healthcare and Dependent Care Flexible Spending Accounts (FSA)

• Generous and flexible PTO

• Flexible work hours

• Generous paid parental leave

• A collaborative environment with opportunities for learning and growth

• Virtual social events

Dave Inc is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, ethnicity, religious creed, color, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, sexual orientation, marital status, age, status as a protected veteran, status as an individual with a disability, medical condition, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.