- Serve as the technical point of contact for customers with payment problems.
- Answer live customers' technical API questions about failed webhooks, error codes and unexpected payment statuses.
- Trace payments across APIs, internal systems, ledgers, partner banks, payment rails and blockchains.
- Distinguish expected behavior from bugs and escalate bugs to engineering with clear evidence.
- Work with partner banks and providers on investigations, returns and recalls.
- Support compliance requests for information about specific payments.
- Tag issue root causes and write runbooks for recurring problems.
- Review new rails and corridors before launch, identifying operational failure scenarios.
- Write SQL queries and scripts to automate repetitive work.
- Build at least one tool or automation that measurably reduces manual work.
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