Client Support Engineer
Run the Help Desk as the technical first responder for partner banks, handling support tickets end-to-end, diagnosing connectivity and API issues, resolving payment exceptions, and improving runbooks, monitoring, ticketing, and escalation processes.
Responsibilities
- Handle payment exceptions and support requests from partner banks
- Diagnose and troubleshoot connectivity and API issues
- Perform root cause analysis and drive issues to resolution
- Monitor exception conditions and triage cases
- Coordinate with partner banks through support channels
- Escalate complex technical issues to Engineering
- Confirm resolution and conduct post-case reviews
- Track recurring issue types, resolution patterns, and Help Desk volume
- Bring operational signals to Engineering and Product
- Advocate for fixes, automation, and tooling
- Refine Help Desk runbooks, ticketing structure, monitoring dashboards, and escalation paths
Requirements
- U.S.-based with ability to travel
- Bachelor's degree or equivalent practical experience
- 3+ years in client-facing support engineering at a financial technology, payments, or financial infrastructure company
- Hands-on experience supporting banks or financial institutions as clients
- Ability to independently handle complex customer support issues
- Experience with API troubleshooting, root cause analysis, and exception management
- Technical fluency with REST APIs, Postman, monitoring systems, basic Linux command line, and networking concepts
- Configuration automation experience with Ansible or Chef is a plus
- Strong written and verbal communication skills
- Experience with tokenized deposits, stablecoins, shared-ledger payment networks, blockchain technology, or cryptocurrency is a significant plus
Benefits
- Full medical, vision, and dental benefits
- 401(k) with matching program
- Flexible vacation policy
- Remote-first work environment
- Equity