Client Support Engineer

Skills

About the Role

You will be the technically-credible first responder that partner banks reach when something needs to be diagnosed or fixed, working tickets end-to-end and resolving the support queue. You'll operate at the intersection of network operations, engineering, and exception management, serving as the day-to-day technical point of contact for partner banks on routine and operational issues such as connectivity, API behavior, and operational questions. Given the company's stage as a pre-launch startup, you will also help shape how the Help Desk function operates and scales over time, including runbooks and escalation paths to engineering. Your core measure of success will be operating an efficient, reliable Help Desk on a day-to-day basis while helping the organization build more mature support operations as it grows.

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, including hands-on experience supporting banks or financial institutions as clients
• Demonstrated ability to handle complex customer support issues independently: API troubleshooting, root cause analysis, exception management
• Strong technical fluency: APIs (REST, Postman), monitoring systems (e.g., Grafana, Datadog), basic Linux command line, and networking concepts for client connectivity issues
• Configuration automation experience (Ansible, Chef, etc.) a plus
• Strong written and verbal communication, including the ability to translate technical issues to bank stakeholders
• Comfort operating in early-stage environments where management can be fluid
• Experience with tokenized deposits, stablecoins, or shared-ledger payment networks, blockchain technology, or cryptocurrency is a significant plus

Responsibilities

• Handle payment exceptions and support requests from partner banks, diagnosing, troubleshooting, and performing root cause analysis
• Drive issues to resolution without unnecessary escalation for routine questions like connectivity and API behavior
• Proactively monitor for exception conditions and triage cases as they fire
• Coordinate with partner banks through support channels and escalate to Engineering on complex technical issues
• Confirm resolution and run post-case reviews to sharpen runbooks and detection logic
• Track recurring issue types, resolution patterns, and Help Desk volume
• Bring signals to Engineering and Product on a regular cadence and advocate for fixes, automation, and tooling
• Act as a thought partner to leadership on how partner bank support should evolve
• Help refine the operating model including runbooks, ticketing structure, monitoring dashboards, and escalation paths

Benefits

• Full medical, vision, dental benefits
• 401(k) with matching program
• Flexible vacation policy (PTO)
• Remote-first work environment
• Equity