Technical Support Engineer (Weekend Lead)

📋 Description

• Investigate and resolve complex financial, payment, product, integration, and operational issues
• Analyze system behavior using monitoring and reporting platforms, transaction data, logs
• Use approved AI tools, including conversational AI and AI-assisted development platforms, to
• Own support cases through resolution or a well-documented handoff, prioritize issues according to
• Lead weekend Support operations by managing queue priorities, escalations, frontline handoffs, and
• Serve as the lead customer liaison during daytime weekend incidents and escalations, coordinating

🎯 Requirements

• 7+ years of experience in technical product support, payments operations, implementation, or a
• Strong written and verbal communication skills, with the empathy, discretion, professionalism, and
• Demonstrated ability to investigate complex issues across software systems, APIs, data interfaces
• Strong analytical curiosity and independent judgment, including the ability to follow evidence
• Experience managing complex support cases, coordinating customer-facing incidents, and coaching
• Ability and willingness to learn and apply AI tools to technical investigations, workflow

🎁 Benefits

• Annual base salary range of $80,000–$120,000 USD, with actual compensation dependent on factors
• Competitive benefits package and growth-company stock options.
• Stock options with standard startup vesting: one-year cliff and four-year total vesting period.
• $50 monthly communication stipend toward phone and internet expenses.
• $250 work-from-home setup stipend.
• Reimbursement for peripheral equipment, including monitors up to $400 and keyboards/mice up to $200.