Merchant Technical Support Lead — Incident & Automation

Xendit; Indonesia; On-site; IDR 90,000,000 - 150,000,000; Full time

Job summary

Xendit is seeking a Senior Technical Lead to bridge Operations, Product, and Engineering and own critical merchant technical escalations.

You will establish robust troubleshooting standards, drive incident resolution, and translate data into scalable improvements that support fast-growing payment platforms.

Join a fast-paced team focused on reducing outage impact and shaping product development for greater reliability.

Qualifications

• 5+ years in technical support, product support, software engineering, or related technical field with experience handling complex issues.
• Proven experience leading teams or programs with ability to coach and drive accountability.
• Strong understanding of APIs, system integrations, databases, scripting/automation, troubleshooting, or software development.
• Experience with structured troubleshooting, root cause analysis, and scalable solutions to prevent recurring issues.
• Excellent communication and stakeholder management to translate complex concepts for diverse audiences.
• Strong ownership mindset in fast-paced environments with focus on customer impact.

Responsibilities

• Own Complex Technical Escalations: lead structured investigation and resolution across multiple systems or teams.
• Drive Incident Resolution: coordinate with Engineering, Product, and Operations during high-impact incidents.
• Identify Systemic Issues: analyze recurring issues and translate findings into actionable improvements.
• Strengthen Troubleshooting Standards: establish debugging frameworks, escalation criteria, and best practices.
• Reduce Recurring Issues: partner with Product and Engineering to implement permanent fixes.
• Build Technical Capability: coach the team and develop knowledge-sharing to increase self-sufficiency.

Skills

Technical leadership

Incident management

Stakeholder management

APIs & systems

Automation

Education

Bachelor's degree in CS or related field

Tools

Datadog

Python/SQL scripting

Job description

Xendit is seeking a Senior Technical Lead to bridge Operations, Product, and Engineering and own critical merchant technical escalations.

You will establish robust troubleshooting standards, drive incident resolution, and translate data into scalable improvements that support fast-growing payment platforms.

Join a fast-paced team focused on reducing outage impact and shaping product development for greater reliability.