Support Engineer

Remote (U.S.) | Full-Time

Our client is building next-generation financial infrastructure that enables real-time movement of digital money across traditional banking systems and digital asset networks. They are looking for a technically strong Client Support Engineer to serve as the primary support contact for partner financial institutions, helping diagnose, troubleshoot, and resolve operational and technical issues across their payments platform.

This role sits at the intersection of technical support, operations, and engineering, making it ideal for candidates who enjoy solving complex problems, working directly with customers, and improving support processes in fast-paced environments.

• Act as the first point of contact for partner banks and financial institutions experiencing technical or operational issues.

• Investigate and resolve support requests related to API behavior, connectivity, payment processing, and operational workflows.

• Communicate effectively with both technical and non-technical stakeholders throughout the resolution process.

• Monitor support queues and exception management systems.

• Triage, investigate, and drive incidents to resolution.

• Escalate complex issues to Engineering when necessary and coordinate follow-through until closure.

• Conduct root cause analysis and document findings.

• Create and maintain support documentation, runbooks, troubleshooting guides, and escalation procedures.

• Identify recurring issues and work with Engineering and Product teams to improve reliability and reduce support volume.

• Contribute to the design and scaling of support processes, monitoring practices, and operational workflows.

• Partner closely with Engineering, Product, and Operations teams.

• Provide actionable feedback based on customer and operational trends.

• Help shape a scalable support function within a growing fintech environment.

• 3+ years of experience in a client-facing Support Engineering, Technical Support Engineering, Solutions Engineering, or Production Support role.

• Experience supporting customers in fintech, payments, banking, financial infrastructure, or related industries.

• Strong troubleshooting and root cause analysis skills.

• Experience working directly with APIs, including testing and debugging REST APIs using tools such as Postman.

• Familiarity with monitoring and observability platforms such as Grafana, Datadog, Splunk, or similar.

• Working knowledge of Linux command line and networking fundamentals.

• Excellent written and verbal communication skills.

• Ability to manage multiple support cases independently and drive issues to resolution.

• Experience supporting banks, payment processors, or financial institutions.

• Knowledge of payment systems, money movement, banking infrastructure, or financial operations.

• Experience with blockchain technology, digital assets, stablecoins, tokenized deposits, or cryptocurrency platforms.

• Familiarity with automation and configuration management tools such as Ansible, Chef, or Terraform.

• Experience working in startup or high-growth environments.

• Support tickets are resolved accurately and efficiently.

• Partner institutions receive timely and professional technical support.

• Operational incidents are investigated thoroughly and documented clearly.

• Support processes become increasingly scalable through automation, documentation, and continuous improvement.

• Strong collaboration exists between Support, Engineering, and Product teams to improve platform reliability and customer experience.

• Competitive salary - USD 88-100K (up to 110k for NY/SF area).

• Equity participation

• Comprehensive medical, dental, and vision coverage

• 401(k) with employer matching

• Flexible PTO

• Fully remote work environment

Location Requirement: Candidates must be based in the United States and willing to travel occasionally as needed.