Technical Support Engineer (Weekend Lead)
New
J
JobgetherPayments technology
Based in United States, generally from 8:00 AM to 5:00 PM PTFull-TimeLead
Salary$80,000–$120,000 USD annual base salary; $50 monthly communication stipend; $250 work-from-home setup stipend; stock options with standard startup vesting: one-year cliff and four-year total vesting period.
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Job Details
- Experience
- 7+ years of experience in technical product support, payments operations, implementation, or a related customer-facing technical environment, or an equivalent combination of education and experience.
- Required Skills
- RESTful APIsZendeskLookerDatadog
Requirements
- Have 7+ years of experience in technical product support, payments operations, implementation, or a related customer-facing technical environment, or an equivalent combination of education and experience.
- Demonstrate the ability to investigate complex issues across software systems, APIs, data interfaces, financial questions, and business processes using logs, transaction data, reports, and configuration.
- Bring analytical judgment to test hypotheses, follow evidence, work through ambiguity, and recognize when escalation is necessary.
- Have experience managing complex support cases, coordinating customer-facing incidents, and coaching teammates.
- Be able and willing to learn and apply AI tools to technical investigations, workflow improvement, and business-process design.
- Be available for a five-day schedule that includes Saturday and Sunday, generally 8:00 AM to 5:00 PM PT; the example schedule is Friday through Monday plus one weekday.
- Participate in ongoing weekend coverage and a paid after-hours on-call rotation.
- Payments or banking operations experience, including settlement, reconciliation, payment files/NACHA, chargebacks, disputes, disbursements, or ACH, is preferred.
- Familiarity with Datadog, Looker, Zendesk, Atlassian products, or comparable monitoring, reporting, incident-management, and support platforms is preferred.
- Experience with SaaS products, partner integrations, APIs and webhooks, JSON/XML, SFTP, or batch processing is a plus.
- Knowledge of workflow, knowledge-base, or business-process improvement using data, automation, or AI is advantageous.
Responsibilities
- Investigate and resolve complex financial, payment, product, integration, and operational issues.
- Analyze monitoring and reporting platforms, transaction data, logs, and configuration to identify root causes.
- Use approved AI tools to support investigations and authorized code-level analysis, and prepare recommendations for Product and Engineering.
- Own support cases through resolution or a documented handoff, prioritize by customer and business impact, and escalate through established processes.
- Lead weekend Support operations by managing queue priorities, escalations, handoffs, and technical guidance.
- Coordinate customer-facing incident response, including impact assessment, mitigation, communications, updates, and handoffs.
- Coach teammates and strengthen documentation, runbooks, and knowledge-sharing.
- Collaborate with internal teams and external partners to resolve customer and operational issues.
- Make authorized production configuration and operational changes through approved interfaces and controls.
- Identify recurring issues and help improve products, processes, automation, and customer experience.
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