Payments Tech Support Specialist - 24/7 Incident Response

Jobtailor; California (MO); On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor is seeking a customer-facing technical support professional to investigate and triage payments and technical issues for B2B SaaS customers. You will develop expertise in money movement, payment domains, and core products, and participate in 24/7 incident response with rapid identification and resolution.

You will collaborate with Product, Engineering, and Bank Operations, help improve reconciliation logic, and contribute to policies and self-help docs.

Qualifications

• 4+ years in customer-facing roles at B2B SaaS companies in technical support, customer success, sales engineering, product management, engineering, or network operations.
• Knowledge of JSON/XML, FTP/FTPS/SFTP, Postman, idempotency, and pagination
• Experience in project management, process improvement, and change management
• Experience with Looker, DataDog, and Sentry
• Comfortable working standard business hours aligned with the Pacific Time Zone
• Ability to participate in a 24/7 incident response team, including time-sensitive requests outside normal business hours
• Authorized to work in the U.S.

Responsibilities

• Investigate, triage, and troubleshoot technical and payment issues reported by internal and external customers within stated SLAs
• Develop deep expertise in money movement, payment domains, core products, product dependencies, and gaps
• Participate in 24/7 incident response, including identification, response, and retrospective stages
• Work with EPD teams to identify root causes and drive preventative product changes
• Investigate bank integration reporting and reconciliation patterns
• Manually reconcile objects and improve reconciliation logic using Rubular
• Provide feedback to Engineering, Product, and Bank Operations teams on upstream data and process problems
• Identify gaps and assist with planning, developing, and implementing support policies, procedures, performance standards, and projects
• Analyze customer feedback and trends to recommend product and customer-specific improvements to EPD and GTM
• Support customers via email and Slack within SLAs
• Own customer requests through resolution and collaborate cross-functionally with Product, Engineering, Customer Success, and other teams
• Contribute to internal and external self-help documentation
• Manage projects to refine processes and systems and improve customer experience

Skills

Customer-Facing Experience

Technical Support

Project Management

JSON/XML Knowledge

Data Analysis

Tools

Looker

DataDog

Sentry

Postman

Rubular

FTP/FTPS/SFTP

Job description

Jobtailor is seeking a customer-facing technical support professional to investigate and triage payments and technical issues for B2B SaaS customers. You will develop expertise in money movement, payment domains, and core products, and participate in 24/7 incident response with rapid identification and resolution.

You will collaborate with Product, Engineering, and Bank Operations, help improve reconciliation logic, and contribute to policies and self-help docs.