Client Support Engineer
You will run the Help Desk and serve as the technical first responder for partner banks. You will diagnose and resolve payment exceptions, troubleshoot APIs and connectivity, perform root cause analysis, monitor and close exception cases, coordinate escalations with engineering, review recurring issues, and improve runbooks, ticketing, monitoring, dashboards, and escalation paths.
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