Support Engineer

Support Engineer – AI-Driven Customer Operations

About the Role

We’re hiring a Support Engineer to help one of our global payments clients who operate and protect a modern payments platform where uptime, speed, and accuracy directly impact customer revenue.

This role blends technical customer support
, API-level troubleshooting
, and AI-powered workflow building
. You’ll work directly with merchants to diagnose payment issues, test APIs, investigate logs, and resolve problems quickly while also using AI tools to improve documentation, automate responses, and scale customer operations.

This is not a call‑center role and not a traditional software engineering position. It’s a hands‑on technical problem‑solving role at the intersection of support, payments, and AI.

• Own inbound customer support via Slack with fast, clear, professional responses
• Reproduce issues independently before escalating to engineering
• Triage technical vs. non‑technical issues and route them with strong context
• Use AI tools daily to draft responses, improve documentation, automate workflows, and build internal knowledge systems
• Track SLAs and surface recurring issues to product and engineering teams
• Act as a product guide, helping customers use the platform effectively

• Experience testing APIs with Postman or cURL
• Comfortable interpreting JSON responses and reviewing logs
• Calm under pressure with a strong sense of urgency
• Ownership mindset — attempts to solve before escalating
• Structured, analytical troubleshooting approach
• Strong interest in using AI to improve support workflows

• Experience in payments, fintech, crypto, or other high‑volume transactional systems

• You’ll work directly with enterprise customers on high‑impact issues
• You’ll use AI to scale your effectiveness instead of repeating manual work
• You’ll help build the systems that power customer operations
• You’ll gain deep exposure to modern payments infrastructure

• B2B technical support at payments or fintech companies
• Technical support roles with API exposure
• Payments experience is a major advantage

• Mid‑Senior level

• Full‑time

• Information Technology
• IT Services and IT Consulting

$/yr - $/yr