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Technical Support Engineer (Weekend Lead)

3 weeks ago
Anywhere
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Datadog JIRA JSON Looker SFTP XML
Apply Now
PayNearMe

PayNearMe

PayNearMe is a leading billing and payments platform that allows businesses and government agencies to accept cash payments remotely, offering convenience and flexibility to customers through a vast retail network.

Diversified Financial Services
51-250
Founded 2009
$71M raised
View All Jobs 7

Description

  • Investigate and resolve financial, payment, product, integration, and operational issues involving settlements, reconciliations, reporting, APIs, bulk files, and portal behavior.
  • Use Datadog, Looker, transaction data, logs, and configuration to trace issues and distinguish defects from configuration, integration, or process problems.
  • Apply approved AI tools to support investigations, validate findings, and propose improvements for Product and Engineering review.
  • Own Zendesk cases through resolution or handoff, prioritize impact, and escalate incidents through Jira or FireHydrant.
  • Lead weekend Support operations, including queue priorities, escalations, frontline handoffs, coaching, documentation, and runbook improvements.
  • Coordinate with Account Management, Professional Services, Product, Engineering, SysOps, Finance, Security, Compliance, Legal, and external partners.
  • Make authorized production configuration and operational changes through approved interfaces and controls.
  • Serve as the customer liaison during weekend incidents by coordinating impact assessment, mitigation, communications, and handoffs.
  • Identify recurring issues and help implement product, process, automation, and AI-assisted workflow improvements.
  • Participate in weekend coverage and a paid after-hours on-call rotation.

Requirements

  • 7+ years of experience in technical product support, payments operations, implementation, or related customer-facing work, or equivalent education and experience.
  • Excellent written and verbal communication, empathy, discretion, composure, and expectation-setting skills.
  • Strong investigative ability across software, APIs, data interfaces, financial questions, and business processes.
  • Independent judgment, curiosity, persistence through ambiguity, and sound escalation decisions.
  • Experience managing complex cases, coordinating client-facing incidents, coaching teammates, documenting work, and following through.
  • Willingness and aptitude to apply AI to investigations and business-process design.
  • Payments or banking operations experience, including settlement, reconciliation, NACHA/payment files, chargebacks, disputes, disbursements, or ACH (preferred).
  • Experience with Datadog, Looker, Zendesk, Atlassian tools, or comparable systems (preferred).
  • Experience with SaaS integrations, APIs/webhooks, JSON/XML, SFTP, batch processing, workflow improvement, or automation (preferred).
  • Knowledge of digital wallets, card processing, cash-at-retail/POS, gaming payments, or compliance concepts such as BSA, AML, OFAC, and UDAAP (preferred).

Benefits

  • Annual base salary of $80,000–$120,000 USD.
  • Competitive benefits and growth-company stock options with standard four-year vesting and a one-year cliff.
  • Premium medical, dental, and vision coverage with 100% employee coverage.
  • Company-sponsored life and disability insurance, 401(k), and paid parental bonding leave.
  • Flexible Time Off, paid sick leave, jury duty and bereavement leave, Volunteer Time Off, and 13 scheduled holidays.
  • $50 monthly communication stipend and work-from-home setup support, including equipment reimbursements.
  • Fast-paced professional work culture with opportunities for internal growth.

Interested in this position?

Apply directly on the company website

Apply Now

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