Technical Support Engineer

PayNearMe

. 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.

Posted 9/28/2026full-timeRemote • United StatesSeniorLead💰 $80,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong investigative skills in financial and operational issues, utilizing tools like Datadog and Looker, while effectively communicating with diverse stakeholders. Capable of managing complex cases and implementing AI-assisted workflows to enhance customer experience and operational efficiency.

Highest-signal resume keywords

Technical Product SupportPayments OperationsInvestigative SkillsAI Application in Business ProcessesZendesk Case Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Payments OperationsSettlementReconciliationAPIsData InterfacesTransaction Data AnalysisBusiness Process ImprovementAI Tools ApplicationJSON/XMLBatch Processing

Soft Skills

Excellent CommunicationEmpathyCuriosityJudgmentCoaching

Tools & Technologies

DatadogLookerZendeskJiraFireHydrantAtlassian

Industry Keywords

Payments ComplianceBSAAMLOFACUDAAPDigital WalletsCard ProcessingOnline GamingSaaS ServicesPayment Processors

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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