Merchant Technical Support - Jr Manager
Core
Senior technical leader bridging Operations, Product, and Engineering to resolve complex merchant escalations and drive operational automation.
Role type
Senior IC technical support manager (payments/fintech)
Builds
Scalable support processes, automated troubleshooting frameworks, and incident management systems for payment infrastructure
Domain
Fintech, Payments, Southeast Asia
Required skills
complex technical troubleshooting, root cause analysis, incident management, team leadership, stakeholder management, automation/scripting, API integration, data analysis, process improvement
Preferred skills
Fintech/Payments domain expertise, product management experience, software engineering leadership, knowledge base design, cross-functional partnership
Technologies
APIs, databases, scripting/automation tools, incident management platforms
Responsibilities
Lead structured investigation and resolution of high-impact merchant technical escalations; coordinate cross-functional incident response; identify systemic issues and drive permanent fixes; establish and improve troubleshooting standards and escalation frameworks; develop team technical capability through coaching and workshops; partner with Product/Engineering to influence bug prioritization and feature development; design and implement automation to reduce manual operational effort
Seniority
Senior, hands-on IC with leadership responsibilities