Embedded Banking Support Technical Lead

KeyCorp; Brooklyn (OH); On-site; USD 96,000 - 181,000; Full time

Job summary

KeyCorp in Brooklyn, OH, is seeking an Embedded Banking Support Technical Lead to own production stability across APIs, payments, and integrations. You will lead incident response, problem management, and release readiness while mentoring engineers to build a resilient support organization.

The role requires deep technical expertise and strong leadership to coordinate with engineering, product, and operations teams in a fast-paced banking environment.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field or equivalent practical experience.
• 8+ years of experience in software engineering, application support, production operations, systems integration, or related technology.
• 5+ years supporting business-critical applications in financial services or payments.
• Proven experience leading major incident triage, root-cause analysis, and remediation across distributed teams.
• Hands-on knowledge of REST and SOAP APIs, HTTP/HTTPS, Java, microservices, SQL, stored procedures, and relational databases.
• Experience with API management and integration technologies such as Apigee and webMethods.
• Working knowledge of DevOps and CI/CD practices, automated testing, source control, code quality, and deployment tooling.
• Experience with production implementations, change management, monitoring, alerting, logging, and operational documentation.
• Ability to communicate technical risks and recovery plans clearly to technical and nontechnical audiences.
• Demonstrated ability to lead through influence and manage high-severity events.

Responsibilities

• Production Support Leadership: act as the technical escalation point for high-priority incidents and coordinate recovery.
• Incident and Problem Management: perform root-cause analysis, document corrective actions, and track remediation.
• Operational Readiness: define criteria for releases including monitoring, alerting, logging, runbooks, rollback plans.
• Observability and Resilience: improve end-to-end monitoring across APIs and infrastructure.
• Release and Change Support: review plans, validate dependencies, support deployments, and ensure post-production validation.
• Technical Troubleshooting: diagnose issues across Java, APIs, microservices, and databases.
• Security and Risk: address vulnerabilities and enterprise controls with Security/EA teams.
• Partner Support: resolve integration issues with fintech partners and internal teams.
• Technical Leadership: mentor engineers and establish troubleshooting standards.
• Continuous Improvement: automate repetitive tasks and improve support processes.
• Communication and Accountability: translate issues into business impact and next steps.
• AI: leverage AI/ML to analyze incidents and improve reliability.

Skills

REST APIs

SOAP APIs

Java

Microservices

SQL

Relational Databases

Apigee

webMethods

DevOps

CI/CD

Monitoring

Incident management

Problem management

Communication

Leadership

Education

Bachelor's degree in Computer Science or related field

Tools

Apigee

webMethods

Docker

Jenkins

Git

Swagger/OpenAPI

Selenium

SonarQube

Monitoring platforms

Job description

Location: 4910 Tiedeman Road, Brooklyn Ohio

Position Overview

The Embedded Banking Support Technical Lead is the senior technical owner for production stability, operational readiness, and continuous improvement across Embedded Banking capabilities, including APIs, payment integrations, gateways, ERP connectivity, and supporting platforms. This role leads complex incident response, problem management, release readiness, and technical support practices while partnering with engineering, product, operations, infrastructure, information security, vendors, and fintech partners. The successful candidate combines deep application and integration expertise with calm operational leadership. The role is accountable for restoring service quickly, reducing repeat incidents, improving observability and supportability, and mentoring engineers to build a proactive, resilient support organization.

Key Responsibilities

• Production Support Leadership: Serve as the technical escalation point for high-priority incidents, coordinate triage and recovery, provide clear status updates, and drive issues through resolution.
• Incident and Problem Management: Lead root-cause analysis, document corrective actions, track remediation, and identify patterns that reduce recurring production issues.
• Operational Readiness: Define and enforce support readiness criteria for releases, including monitoring, alerting, logging, dashboards, runbooks, rollback plans, support procedures, and knowledge transfer.
• Observability and Resilience: Improve end-to-end monitoring across APIs, integrations, payments, infrastructure, and dependent systems; use operational data to identify risks and prioritize reliability improvements.
• Release and Change Support: Review implementation plans, validate technical dependencies, support production deployments, and ensure change controls and post-production validation are completed.
• Technical Troubleshooting: Diagnose complex issues across Java and web applications, APIs, microservices, webMethods integrations, Apigee, databases, networks, authentication, and upstream or downstream banking platforms.
• Security and Risk: Partner with Information Security and Enterprise Architecture to address vulnerabilities, access concerns, secure coding standards, resiliency requirements, and enterprise controls.
• Partner Support: Work directly with fintech partners, vendors, product teams, and internal stakeholders to resolve integration issues and improve onboarding and ongoing support experiences.
• Technical Leadership: Mentor support engineers and developers, facilitate technical reviews, establish troubleshooting standards, and build team depth through documentation, training, and knowledge sharing.
• Continuous Improvement: Automate repetitive support activities, improve support processes, reduce manual intervention, and recommend backlog items that improve stability, scalability, and maintainability.
• Communication and Accountability: Translate technical issues into concise business impact, risk, decisions, and next steps for leaders, partners, and clients.
• AI: Experience utilizing AI and machine learning tools to analyze incidents, automate repetitive tasks, identify trends, and improve system reliability and support outcomes.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
• 8+ years of experience in software engineering, application support, production operations, systems integration, or a related technology discipline.
• 5+ years of experience supporting business-critical applications or complex production environments, preferably in financial services or payments.
• Proven experience leading major incident triage, root-cause analysis, problem management, and technical remediation across distributed teams.
• Hands-on knowledge of REST and SOAP APIs, HTTP/HTTPS, Java or comparable web technologies, microservices, SQL, stored procedures, and relational databases.
• Experience supporting API management and integration technologies such as Apigee and webMethods.
• Working knowledge of DevOps and CI/CD practices, automated testing, source control, code quality, and deployment tooling.
• Experience with production implementations, change management, monitoring, alerting, logging, and operational documentation.
• Ability to communicate technical risks, service impacts, and recovery plans clearly to technical and nontechnical audiences.
• Demonstrated ability to lead through influence, prioritize competing issues, and remain effective during high-severity events.

Preferred Qualifications

• Experience with Enterprise Commercial Payments, Embedded Banking, Banking-as-a-Service, Open Banking, ERP integration, ACH, wire, deposits, commercial card, or related banking capabilities.
• Experience onboarding and supporting fintechs or corporate clients that consume commercial banking APIs.
• Experience with Docker, Jenkins, Git, Swagger/OpenAPI, Selenium, SonarQube, and enterprise monitoring or log-analysis platforms.
• Knowledge of application resiliency, disaster recovery, capacity planning, vulnerability remediation, and production support controls.
• Experience working within Agile and Lean delivery models and partnering directly with Product Owners and business leaders.
• Experience creating support dashboards, operational metrics, service-level reporting, developer portal content, and reusable technical knowledge.

This position is NOT eligible for employment visa sponsorship for non-U.S. citizens.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $96,000.00 - $181,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives. Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 11/27/2026

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [e-mail].

#LI-Hybrid KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You'll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.