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Xendit is a Southeast Asian payment infrastructure platform processing millions of transactions monthly for SMEs and enterprises. As Merchant Technical Support Manager, you will lead technical escalations and incident management, bridging Operations, Product, and Engineering to resolve complex merchant issues.
You will own high-impact incident management, establish robust troubleshooting standards, and drive operational improvements. Key responsibilities include serving as the senior escalation point for complex technical issues, coordinating incident resolution across teams, analyzing recurring issues to identify systemic gaps, and translating findings into product improvements. You will mentor and develop your team, establish escalation frameworks and troubleshooting methodologies, and drive large-scale operational improvements.
The role requires 5+ years in technical support, product support, software engineering, or solutions engineering, with demonstrated experience handling complex technical issues and customer-impacting incidents. You must have proven experience leading people or teams, strong technical understanding of APIs, integrations, databases, and scripting, and expertise in structured troubleshooting and root cause analysis.
Preferred experience includes fintech/payments background, previous roles as Product Manager or Technical Lead, hands-on automation and scripting skills, experience building L2 support models and incident management processes, and track record of driving operational improvements. You should excel at translating complex technical concepts for both technical and non-technical audiences, operate effectively in fast-paced environments, and maintain strong ownership mindset focused on customer impact.
