Technical Support Lead (Night Shift)
Technical Support Lead (Night Shift)
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Job Description
We are seeking a Technical Support Lead to join our Payments Operations team. This role blends incident response analytical thinking and crossfunctional 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.
Youll 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 daytoday payment operations including fund transfers customer verification and payment investigations.
Own the incident management process including coordination resolution communication and postmortem analysis for payment defects and downgrades.
Monitor payment systems triage payrollrelated issues and ensure timely resolution of support cases.
Manage and execute the nonsufficient 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 crossfunctional initiatives aimed at enhancing system performance and user experience.
Train and mentor junior team members on support processes and technical tools.
Qualifications
Required:
Bachelors 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 handson experience with SQL/PostgreSQL.
Indepth understanding of global payment systems and financial transaction flows.
Experience in incident management and root cause analysis in highpressure environments.
Exceptional communication skills and ability to engage with crossfunctional teams.
Proven ability to lead support processes in a fastpaced 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):
India RemoteEmployment Type
Full-Time
