Remote Weekend Lead - Technical Support Engineer

PayNearMe, Inc.; Polska; Hybrid; PLN 308,000 - 462,000; Full time

Benefits offered by this job

Stock options

Premium medical benefits

401k plan

Flexible Time Off

Parental bonding leave

Job summary

PayNearMe is seeking a curious investigator to join the Support team, focusing on financial, payment, product, and integration investigations. You will own customer outcomes, manage Zendesk cases, and coordinate with internal and external partners while applying AI tools to improve workflows.

This remote, highly collaborative role requires weekend coverage, strong communication, and the ability to turn recurring issues into product improvements.

Qualifications

• 7+ years in technical product support, payments operations, implementation, or related customer-facing work, or equivalent education and experience.
• Curiosity and independent judgment: follow evidence, test assumptions, persist through ambiguity, and know when to elevate.
• 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, with sound judgment, clear documentation, and follow-through.

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, integration, or process issues.
• Apply approved AI tools such as Claude, Cursor, ChatGPT / Codex to investigate, including authorized code-level analysis. Validate findings and propose changes for Product and Engineering to evaluate.
• Own cases in Zendesk through resolution or a clear handoff, prioritize customer and business impact, and elevate promptly through Jira or FireHydrant. Communicate professionally with IT and finance leaders, executives, payment agents, and individual consumers.
• Lead weekend Support, owning queue priorities, escalations, and frontline handoffs. Provide real-time technical guidance and coaching to internal and outsourced teammates; improve documentation and runbooks.
• Partner with Account Management, Professional Services, Product, Engineering, SysOps, Finance, Security, Compliance, Legal, and external partners to resolve issues.
• Make authorized production configuration and operational changes through supported interfaces and established controls. Engineering owns production code changes.
• Serve as lead customer liaison during daytime weekend incidents and escalations. Coordinate impact assessment, mitigation, calls, updates, and handoffs with on-call backup and management as severity warrants.
• Turn recurring issues into product and process improvements. Help design and implement AI-assisted workflows and automation, and assess their impact on the customer experience.

Skills

Communication

Empathy

Discretion

Composure

Follow-through

Tools

Datadog

Looker

Zendesk

Atlassian

Job description

PayNearMe is seeking a curious investigator to join the Support team, focusing on financial, payment, product, and integration investigations. You will own customer outcomes, manage Zendesk cases, and coordinate with internal and external partners while applying AI tools to improve workflows.

This remote, highly collaborative role requires weekend coverage, strong communication, and the ability to turn recurring issues into product improvements.