We are seeking a seasoned and driven Technical Support Lead to join our Payments Operations team. This role blends hands-on technical expertise, team leadership, customer-facing problem solving, incident response, analytical thinking, and cross-functional collaboration to ensure smooth and efficient payment processing operations and that our clients experience exceptional service quality and uptime. The ideal candidate has deep domain expertise in US payments, a strong command of data analysis, thrives in a fast-paced environment, has demonstrated experience delivering high-quality support and scalable solutions in the payment technology sector 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 troubleshooting, coordination, resolution, communication, and post-mortem analysis for payment defects and downgrades.
- Must be available to work during U.S. business hours (7:00 AM – 4:00 PM CST).
- Monitor payment systems, triage, and ensure timely resolution of support cases.
- Lead technical troubleshooting and serve as the point of escalation for complex or high-impact incidents.
- Champion proactive monitoring, incident management, and root cause analysis to ensure service continuity.
- Own team KPIs: productivity, SLA adherence, first-time resolution rates, and escalations.
- Collaborate with engineering and product teams on payment platform stability and enhancements.
- Build and maintain strong working relationships with clients, internal engineering, and operations stakeholders.
- Analyze payment data using 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. Contribute to support policies, knowledge base articles, and escalation protocols
- Lead support process improvements to meet evolving business and technical demands.
- 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. Foster a high-performing, collaborative, and customer-focused team environment.
- View, analyze and understand system logs
- Provide regular reports to the Regional Manager/Director
- Report status to customers and respond as first level escalation
Required:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 8+ years of experience with at least 2 years in a leadership capacity in card, wallet, or bank payments industry in United States, with exposure to incident and technical support processes.
- Strong analytical skills and hands-on experience with PostgreSQL. Experience working with PostgreSQL, including SQL scripting, data analysis.
- Deep understanding and technical background supporting live production systems in the card, ACH, wallet, or digital banking sectors in US payment systems and financial transaction flows.
- Experience in incident management, troubleshoot and root cause analysis in high-pressure environments and across integrated complex systems.
- Strong knowledge and hands on experience of Red Hat Linux / Windows environments, including shell scripting, system log analysis, and performance monitoring.
- Proficient and proven experience with Rest APIs.
- Exceptional communication skills, and ability to engage with cross-functional teams.
- Proven ability to lead support processes in a fast-paced, global environment.
- Proven Experience with AWS and cloud-native tools.
- Experience with BI and reporting tools is desirable.
- Understanding secure system design, compliance, and data protection in regulated environments.
- Excellent written and verbal communication skills in English
- Solid understanding of client requirements and product implementation
- Advanced knowledge of Microsoft Office
- Able to quickly grasp new ideas and concepts and convey them to others, able to drive issues to resolution with no supervision and able to work under pressure
- Demonstrates initiative, integrity, and a commitment to excellence.
Preferred:
- Prior experience in a technical or operational leadership role in payments or fintech.
- Familiarity with international payment processing and compliance requirements, PCI-DSS, NACHA and PII.
- Experience building and improving internal support workflows and documentation.
Location(s):
India Remote