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Salary: USD 80,000 - 120,000 / annual
PayNearMe is a fintech company that provides PayXM™, an industry-leading payment platform managing the entire payment experience across cards, ACH, digital wallets (PayPal, Venmo, Cash App Pay, Apple Pay, Google Pay), and cash at 62,000+ retail locations nationwide. The company serves thousands of businesses in consumer lending, iGaming, sports betting, property management, and tolling. Founded in Silicon Valley with offices in Dallas and Holmdel, PayNearMe raised $50M in Series E funding (September 2025) and employs 300+ people.
The Technical Support Engineer role is a senior individual contributor position combining financial, payment, product, and integration investigations with AI-assisted problem-solving. This is not a software development role but requires deep technical troubleshooting across payments systems, APIs, data interfaces, and business processes.
Key Responsibilities:
- Investigate and resolve financial, payment, product, integration, and operational issues including settlement, reconciliation, payment status, reporting, business rules, APIs/callbacks, bulk files, and portal behavior
- Use Datadog, Looker, transaction data, logs, and configuration to trace behavior, test hypotheses, and distinguish defects from configuration or integration issues
- Apply approved AI tools (Claude, Cursor, ChatGPT/Codex) for investigation and code-level analysis; validate findings and propose changes for Product and Engineering review
- Own cases in Zendesk through resolution, prioritize by customer and business impact, and escalate via Jira or FireHydrant
- Lead weekend Support operations, owning queue priorities, escalations, and frontline handoffs; provide technical guidance and coaching to internal and outsourced teammates
- Partner cross-functionally with Account Management, Professional Services, Product, Engineering, SysOps, Finance, Security, Compliance, Legal, and external partners
- Make authorized production configuration and operational changes through supported interfaces and established controls
- Serve as lead customer liaison during daytime weekend incidents; coordinate impact assessment, mitigation, calls, updates, and handoffs
- Turn recurring issues into product and process improvements; help design and implement AI-assisted workflows and automation
Schedule: Five-day schedule including Saturday and Sunday (e.g., Friday–Monday plus one weekday, 8 AM–5 PM PT). Weekend coverage is an ongoing requirement. Participate in paid on-call rotation for after-hours support.
Requirements:
- 7+ years in technical product support, payments operations, implementation, or related customer-facing work, or equivalent education and experience
- Excellent written and verbal communication, empathy, discretion, and composure with clients and colleagues at all levels
- Curiosity and independent judgment: follow evidence, test assumptions, persist through ambiguity, and know when to escalate
- Strong investigative skills across software, APIs, data interfaces, financial questions, and business processes using logs, transaction data, reports, and configuration
- Aptitude and willingness to learn and apply AI to investigations and business-process design
- Experience managing complex cases, coordinating client-facing incidents, and coaching teammates across technical and nontechnical teams
Preferred Qualifications:
- Payments or banking operations experience: settlement, reconciliation, payment files/NACHA, chargebacks, disputes, disbursements, or ACH
- Proficiency with Datadog, Looker, Zendesk, Atlassian, or comparable logging, reporting, and support tools
- SaaS services and partner integrations, APIs/webhooks, JSON/XML, SFTP, and batch processing
- Workflow, knowledge-base, or business-process improvement using data, automation, or AI
- Digital wallets, card processing, cash-at-retail/POS, payment processors, or gift card networks
- Online gaming experience, including sports betting, casino/poker, fantasy sports, and sweepstakes gaming
- Payments compliance concepts such as BSA, AML, OFAC, and UDAAP
