Technical Support Lead (Night Shift)

We are seeking a Technical Support Lead to join our Payments Operations team. This role blends incident response, analytical thinking, and cross-functional collaboration to ensure smooth and efficient payment processing operations. The ideal candidate has deep domain expertise in global payments, a strong command of data analysis, and experience leading support efforts for complex financial systems.

You’ll be the escalation point for payment incidents, lead root cause analysis, and drive resolution strategies. In addition to supporting operations, you will work closely with product, engineering, and finance teams to improve system reliability, optimize workflows, and support our global customer base.

Key Responsibilities

• Lead technical support efforts across day-to-day payment operations, including fund transfers, customer verification, and payment investigations.

• Own the incident management process, including coordination, resolution, communication, and post-mortem analysis for payment defects and downgrades.

• Monitor payment systems, triage payroll-related issues, and ensure timely resolution of support cases.

• Manage and execute the non-sufficient funds (NSF) process, adhering to established SOPs.

• Collaborate with engineering and product teams on payment platform stability and enhancements.

• Analyze payment data using SQL/PostgreSQL to support investigations and business decisions.

• Communicate effectively with internal teams including Customer Success, Finance, and Compliance.

• Maintain and update support documentation, playbooks, and internal knowledge resources.

• Provide insights on global payments trends, compliance, fees, and regulatory updates.

• Support cross-functional initiatives aimed at enhancing system performance and user experience.

• Train and mentor junior team members on support processes and technical tools.

Qualifications

Required:

• Bachelor's degree in Computer Science, Finance, Engineering, or a related field.

• 8+ years of experience in card, wallet, or bank payments, with exposure to incident and technical support processes.

• Strong analytical skills and hands-on experience with SQL/PostgreSQL.

• In-depth understanding of global payment systems and financial transaction flows.

• Experience in incident management and root cause analysis in high-pressure environments.

• Exceptional communication skills and ability to engage with cross-functional teams.

• Proven ability to lead support processes in a fast-paced, global environment.

• Must be available to work during U.S. business hours (7:00 AM – 4:00 PM CST).

Preferred:

• Prior experience in a technical or operational leadership role in payments or fintech.

• Familiarity with international payment processing and compliance requirements.

• Experience building and improving internal support workflows and documentation.

Location(s):