Technical Support Engineer

New

Dublin, CA or East CoastFull-TimeMiddle

Salary$105,000.00 to $115,000.00

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Job Details

3+ years in technical support, application support, or production support for a SaaS or platform product.
Hands-on troubleshooting of REST APIs and JSON.
Proficiency with SQL for data investigation.
Experience with log analysis and monitoring or observability tooling.
Excellent knowledge of consumer lending and deposit banking with fluency to translate a partner's business-language description into a technical root cause.
Strong verbal and written communication.
Comfort handling regulated consumer financial data and following established procedures for access, escalation, and documentation.
Sound judgment about priorities when several issues are open at once.

Own partner-reported production issues end to end: triage, diagnose root cause, resolve or escalate, and communicate status until the issue is closed.
Investigate across the stack - application logs, API traffic, database queries, and partner-side integrations spanning lending and deposit workflows.
Keep partners informed with clear, timely written updates, and meet defined response and resolution targets.
Monitor live integrations to catch problems before partners report them, and tune alerts and dashboards to reduce noise.
Partner with Engineering and Product on issues requiring code or product changes: write reproducible bug reports and follow them to resolution.
Turn recurring issues into permanent fixes - runbooks, knowledge base articles, automation, or monitoring improvements and surface underlying product gaps.

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