Technical Support Engineer

Job not on LinkedIn

🔥 8 minutes ago

🇺🇸 United States – Remote

💵 $80k - $120k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Support Engineer

👻 Ghost score 0%

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PayNearMe

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

💳 Fintech

☁️ SaaS

🤝 B2B

💰 $50M Series E - PayNearMe on 2025-09

Fintech • SaaS • B2B

PayNearMe is a payments technology company that provides a modern, end-to-end platform for businesses to accept, disburse and manage payments. The platform emphasizes Payment Experience Management, offering features such as modern payment processing, automation and self-service, exception management, and a cash-at-retail network. PayNearMe targets business customers across industries (auto & consumer lending, tolling, iGaming, buy-here-pay-here dealers, credit unions, mortgage servicing, law firms, etc. ) and advertises metrics including 16+ years in operation, $50B+ processed annually, 16,000+ businesses on its platform, and 62,000+ cash-at-retail locations. Money transmission services are provided by its subsidiaries PayNearMe MT, Inc. and PayNearMe Financial, Inc.

📋 Description

• Investigate and resolve financial, payment, product, integration, and operational issues, including settlement, reconciliation, payment status, reporting, business rules, APIs/callbacks, bulk files, and portal behavior. • Use Datadog, Looker, transaction data, logs, and configuration to trace behavior, test hypotheses, and distinguish defects from configuration, integration, or process issues. • Apply approved AI tools such as Claude, Cursor, ChatGPT / Codex to investigate, including authorized code-level analysis; validate findings and propose changes for Product and Engineering to evaluate. • Own cases in Zendesk through resolution or a clear handoff, prioritize customer and business impact, and escalate promptly through Jira or FireHydrant. • Communicate professionally with IT and finance leaders, executives, payment agents, and individual consumers. • Lead weekend Support, owning queue priorities, escalations, and frontline handoffs; provide real-time technical guidance and coaching to internal and outsourced teammates; improve documentation and runbooks. • Partner with Account Management, Professional Services, Product, Engineering, SysOps, Finance, Security, Compliance, Legal, and external partners to resolve issues. • Make authorized production configuration and operational changes through supported interfaces and established controls; Engineering owns production code changes. • Serve as lead customer liaison during daytime weekend incidents and escalations; coordinate impact assessment, mitigation, calls, updates, and handoffs with on-call backup and management. • Turn recurring issues into product and process improvements; help design and implement AI-assisted workflows and automation and assess their customer-experience impact. • Work a five-day schedule including Saturday and Sunday, with paid on-call rotation for after-hours incidents and escalations.

🎯 Requirements

• Excellent written and verbal communication, empathy, discretion, and composure with clients and colleagues at all levels, including expectation setting and difficult conversations. • 7+ years in technical product support, payments operations, implementation, or related customer-facing work, or equivalent education and experience. • Curiosity and independent judgment: follow evidence, test assumptions, persist through ambiguity, and know when to escalate. • Strong investigative skills across software, APIs, data interfaces, financial questions, and business processes using logs, transaction data, reports, and configuration. • Aptitude and willingness to learn and apply AI to investigations and business-process design. • Experience managing complex cases, coordinating client-facing incidents, and coaching teammates across technical and nontechnical teams, with sound judgment, clear documentation, and follow-through. • Preferred: Payments or banking operations, including settlement, reconciliation, payment files/NACHA, chargebacks, disputes, disbursements, or ACH. • Preferred: Datadog, Looker, Zendesk, Atlassian, or comparable logging, reporting, and support tools. • Preferred: SaaS services and partner integrations, APIs/webhooks, JSON/XML, SFTP, and batch processing. • Preferred: Workflow, knowledge-base, or business-process improvement using data, automation, or AI. • Preferred: Digital wallets, card processing, cash-at-retail/POS, payment processors, or gift card networks. • Preferred: Online gaming, including sports betting, casino/poker, fantasy sports, and sweepstakes gaming. • Preferred: Payments compliance concepts such as BSA, AML, OFAC, and UDAAP.

🏖️ Benefits

• Competitive salary and benefits with growth-company options grant • Fast-paced and professional work culture • Stock options with standard startup vesting - 1 year cliff; 4 years total • $50 monthly communication expense stipend to go towards your phone/internet bill • $250 stipend to enhance your WFH setup • Reimbursement for peripheral equipment: monitor (up to $400), keyboard and mouse (up to $200) • Premium medical benefits including vision and dental (100% coverage for employees) • Company-sponsored life and disability insurance • Paid parental bonding leave • Paid sick leave, jury duty, bereavement • 401k plan • Flexible Time Off (our team members typically take off ~3-4 weeks per year) • Volunteer Time Off • 13 scheduled holidays