Support Engineer

Imagine a world where financial innovation isn't bogged down by outdated systems. At name, we're actively building that future, powering the next generation of financial products with our modern card issuing and processing platform. If you're passionate about solving complex technical challenges, thrive on helping brilliant companies bring their visions to life, and enjoy digging deep into how things work, then you might just be the Support Engineer we're looking for to join our vibrant, global team.

Overview

name stands at the forefront of financial technology, providing the infrastructure that empowers over 100 innovative clients. From groundbreaking fintechs to platforms transforming spend management, companies like Mercury, Flex, and Novo rely on our developer-friendly APIs, direct network connections, and flawless reconciliation to launch and scale card programs efficiently. We are challenging legacy processors and building a future where access to better financial products genuinely improves people's lives.

We are searching for a hands-on, high-autonomy Support Engineer to join our API Support team. This is a fully remote, worldwide opportunity, allowing you to contribute to our mission from wherever you do your best work. You will take full ownership of customer issues, from their initial triage to their ultimate resolution, debugging production behavior across our core authorizer and beyond.

Key Responsibilities

Own customer issues from initial report through to successful resolution, providing clear communication at every step.
Perform in-depth triage of incoming support tickets, accurately identifying root causes of technical challenges.
Debug complex production behavior across our core authorizer and various microservices.
Collaborate closely with engineering, product, and other internal teams to resolve escalated issues and drive product improvements.
Develop and maintain internal tooling, documentation, and knowledge base articles to improve support efficiency and client self-service.
Identify recurring issues and contribute to proactive solutions that enhance system reliability and customer experience.
Participate in an on-call rotation to provide timely support for critical incidents.

Requirements

Proven experience in a technical support, API support, or similar customer-facing engineering role, preferably within a SaaS or fintech environment.
Strong analytical and problem-solving skills, with a keen ability to diagnose and troubleshoot complex system interactions.
Familiarity with querying databases (e.g., SQL) and analyzing logs to investigate data flows and system states.
Understanding of RESTful APIs and the ability to interpret API documentation and responses.
Excellent written and verbal communication skills, with the capacity to explain intricate technical concepts clearly to both technical and non-technical audiences.
Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and incident management processes.
A proactive and autonomous approach to work, with a track record of owning issues completely.
Comfort working in a fast-paced, dynamic environment where priorities can shift.
Exposure to financial technology, payment processing, or card issuing is a significant plus.

What You'll Gain

The opportunity to make a tangible impact on the success of innovative fintech companies globally.
Significant autonomy and ownership over critical customer issues, fostering a sense of true accomplishment.
Exposure to cutting-edge financial infrastructure and modern cloud-native technologies.
Growth opportunities within a rapidly expanding and well-funded global team.
A collaborative and supportive work environment that values continuous learning and problem-solving.
The chance to work remotely from anywhere in the world, joining a diverse and distributed team.