Payments Tech Support Engineer | AI-Driven Weekend On-Call

PayNearMe, Inc.; United States; Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Stock options

WFH stipend

Medical benefits

401k plan

Paid time off

Job summary

PayNearMe is seeking a Support Investigator to connect the dots across payments, systems, and business processes, owning the customer outcome. This role blends financial, payment, product, and integration investigations with AI-assisted problem solving.

It is not a software development position, but professional communication with clients and colleagues is essential. The role includes weekend coverage, on-call rotation, and opportunities to grow within a fast-paced payments company with a broad

Qualifications

• Excellent written and verbal communication with clients and colleagues at all levels.
• 7+ years in technical product support, payments operations, implementation, or related customer-facing work.
• Curiosity and independent judgment: follow evidence, test assumptions, elevate when needed.
• Strong investigative skills across software, APIs, data interfaces, and business processes.
• Aptitude to learn and apply AI to investigations and business-process design.
• Experience managing complex cases and coaching teammates.

Responsibilities

• Investigate and resolve financial, payment, product, integration, and operational issues.
• Use Datadog, Looker, and logs to trace behavior and test hypotheses.
• Apply AI tools to investigations and propose changes for Product and Engineering.
• Own cases in Zendesk and coordinate with Jira/FireHydrant for escalation.
• Lead weekend Support, provide guidance, and improve documentation.
• Partner with cross-functional teams to resolve issues.
• Make authorized production changes through supported interfaces; engineering owns code.
• Serve as lead liaison during daytime weekend incidents and escalations.
• Turn recurring issues into product and process improvements.

Skills

Communication

Investigative skills

AI-assisted investigations

Cross-functional collaboration

Customer-facing

Tools

Datadog

Looker

Zendesk

Atlassian

APIs/Webhooks

Job description

PayNearMe is seeking a Support Investigator to connect the dots across payments, systems, and business processes, owning the customer outcome. This role blends financial, payment, product, and integration investigations with AI-assisted problem solving.

It is not a software development position, but professional communication with clients and colleagues is essential. The role includes weekend coverage, on-call rotation, and opportunities to grow within a fast-paced payments company with a broad