Support Engineer (Fintech)

TL;DR

Support Engineer (Fintech): Owning end-to-end investigation and resolution of production issues across a card-issuing and payments platform with an accent on API debugging, transaction data flows, authorization decisioning, and customer communication. Focus on tracing complex system behavior in Snowflake and observability tools, identifying permanent product fixes, and scaling support operations through automation and knowledge sharing.

Location: Remote within the United States. New York City-based employees work from the SoHo office three days per week, with Tuesdays and Thursdays as core days.

Company

A fintech product company providing card issuing, payment processing, developer APIs, and embedded-finance infrastructure.

What you will do

• Own customer support tickets from initial triage through confirmed resolution.
• Debug production behavior across APIs, authorization decisions, webhooks, configuration, and transaction data flows.
• Investigate card issuance, settlement, KYC, disputes, and other configurable platform behaviors using Snowflake, Grafana/Loki, Retool, and internal tools.
• Maintain operational rigor in prioritization, SLA adherence, documentation, and customer communication.
• Identify recurring failure patterns and partner with Engineering, Product, Solutions, and Product Delivery on permanent fixes.
• Build internal tooling and contribute technical documentation to the knowledge base.

Requirements

• 3+ years of experience in a technical, execution-focused role such as Support Engineer, Solutions Engineer, Implementation Engineer, or TAM.
• Strong debugging skills and comfort investigating production systems independently.
• Experience with REST APIs, webhooks, OpenAPI specifications, JSON payloads, and HTTP requests.
• Ability to write independent SQL queries against a data warehouse; experience with Snowflake and dbt.
• Clear written communication, strong ownership, and the ability to work independently in a remote environment.
• Experience with ticketing systems such as Zendesk, Jira, or an equivalent platform.

Nice to have

• Experience in fintech, payments, or developer-platform B2B SaaS.
• Experience using LLMs and coding assistants such as Claude Code or Cursor.
• Familiarity with Metabase, Retool, Grafana, or Loki.

Culture & Benefits

• High-autonomy environment with end-to-end ownership of customer issues.
• Unlimited PTO for full-time US employees.
• 12 weeks of fully paid parental leave.
• Four-week fully paid sabbatical after the five-year anniversary.
• Work from anywhere in the world for up to four weeks each year.
• Health, vision, dental, HSA contribution matching, 401(k) matching, and other insurance benefits for full-time US employees.