Technical Support Engineer (Weekend Lead)
Core
Investigate and resolve complex financial, payment, and operational issues while leading weekend support operations and coaching teammates.
Role type
Senior Technical Support Engineer (Weekend Lead)
Builds
Customer outcomes and operational stability for payments and financial services
Domain
Payments, Financial Services, SaaS
Deliverable
client delivery
Required skills
Complex issue investigation, API and integration troubleshooting, financial data analysis, incident management, team leadership, process improvement, AI tool application, stakeholder coordination
Preferred skills
Payments/banking operations (settlement, reconciliation, ACH, NACHA), monitoring tools (Datadog, Looker), support platforms (Zendesk, Atlassian), SaaS integrations, compliance concepts (BSA, AML, OFAC), online gaming environments
Technologies
APIs, webhooks, JSON/XML, SFTP, batch processing, conversational AI, AI-assisted development platforms, Datadog, Looker, Zendesk, Atlassian products
Responsibilities
Investigate and resolve complex payment and operational issues; analyze system behavior using logs and transaction data; lead weekend support operations and manage escalations; coach teammates and improve documentation; collaborate with cross-functional teams; implement AI-assisted workflows and automation
Seniority
Senior, hands-on IC with leadership responsibilities