Sr. Support Engineer

AeroPay; Chicago, Northern (IL, KY); Hybrid; USD 75,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental & Vision Coverage

Flexible PTO

401(k) Employer Match

Maternity/Paternity Leave

Job summary

AeroPay in Chicago, IL seeks a Sr. Support Engineer to be the technical expert for internal client-facing teams, handling advanced issues in transaction processing and account configuration.

You’ll bridge operations, product, and engineering to ensure a seamless partner experience. The role demands strong troubleshooting, collaboration, and a passion for problem-solving, with 3-5+ years in senior technical support, experience with observability tools, Python, API integrations, and a commitment

Qualifications

• 3-5+ years in a senior technical support role in FinTech/payments.
• Strong experience with observability and site monitoring.
• Engineering background with Python.
• Experience troubleshooting API integrations and reading API docs.
• Proficiency with support tools such as Zendesk/Jira.

Responsibilities

• Provide advanced support for internal teams (Customer Success, Solutions Engineering, Merchant Support), resolving complex payment failures, account setup, and platform configuration.
• Investigate and troubleshoot transaction processing errors, API-related bugs, and platform issues, escalating to Engineering when needed.
• Collaborate with Operations, Product, and Engineering to track, prioritize, and fix internal issues.
• Create and maintain internal knowledge articles and resolution workflows.
• Suggest improvements to tools, alerts, and workflows to reduce escalations and improve service levels.
• Participate in on-call rotation for after-hours support.

Skills

Observability tools

Python

API troubleshooting

Zendesk/Jira

SQL

Problem solving

Communication

Tools

Zendesk

Jira

Job description

Sr. Support Engineer

Chicago, IL

$75,000 ‒ $100,000 annually

Reports to: Sr. Director of Engineering

FLSA Status: Exempt

About Us:

We have been recognized as one of Built In Chicago’s Best Startups to Work for in 2026!

Aeropay is a financial technology company modernizing money movement with pay by bank solutions. Headquartered in Chicago and backed by leading investors, Aeropay enables businesses to accept compliant, cashless payments through direct bank-to-bank (ACH) transfers, eliminating card fees and outdated payment rails. Powering online checkouts, in-store transactions and embedded payments, Aeropay’s flexible APIs and integrations are built on a secure and scalable infrastructure with compliance at the core. In industries where risk mitigation and user experience matter most, our platform gives our partners a faster, safer and more intuitive way to pay.

Aeropay is redefining what it means to pay—and get paid—by bank.

Position Overview:

Aeropay is seeking a highly skilled and collaborative Senior Support Engineer to join our team. In this role, you will be the primary technical expert for our internal client-facing teams, providing advanced assistance with daily issues related to transaction processing and account configuration. You'll be the bridge between our operations teams and our Product and Engineering teams, ensuring a seamless and positive experience for our partners. This position requires strong technical troubleshooting skills, a collaborative spirit and a passion for problem-solving.

Key Responsibilities:

• Provide advanced support for internal teams (Customer Success, Solutions Engineering, Merchant Support), helping to resolve complex issues related to payment failures, account setup and platform configuration
• Investigate and troubleshoot transaction processing errors, API-related bugs and platform anomalies, escalating as needed to Engineering

Internal Collaboration:

• Partner with Operations and Product to track, prioritize and resolve internal technical issues
• Collaborate with Engineering to report bugs, contribute to root cause analysis and ensure timely fixes and feedback loops

Knowledge Management:

• Create and maintain internal documentation for known issues, resolution workflows and product behavior
• Build and expand the knowledge base to enable faster resolution of recurring issues by non-technical team members

Process & Tooling Improvement:

• Identify patterns in escalations and recommend improvements to tools, alerts and workflows that reduce internal friction and improve service levels
• Assist with the configuration and maintenance of observability and monitoring tools to proactively surface issues

On-call Support:

• Participate in an on-call rotation to provide after-hours support for time-sensitive or critical internal issues

Qualifications:

• 3-5+ years of experience in a senior technical support role, preferably within the FinTech or payments industry
• Strong experience with observability tools and related site monitoring activities
• Strong engineering development experience with Python
• Strong experience with troubleshooting API integrations and understanding API documentation
• Proficiency in using support tools such as Zendesk, Jira or similar platforms
• Experience with SQL for querying databases to investigate and resolve issues
• Excellent problem-solving skills and the ability to think critically under pressure
• Exceptional communication skills — both written and verbal — with a proven ability to explain complex technical issues to non-technical audiences
• A strong understanding of payments and financial transactions is highly preferred
• Ability to work in a fast-paced environment with minimal guidance

Compensation & Benefits:

• Salary Range: $75K - $100K base salary
• Benefits Offered:
  • Medical, Dental & Vision Coverage
  • Flexible PTO
  • 401(k) Employer Match
  • Maternity/Paternity Leave

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

Aeropay is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation and the overall success of our business. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, parental status, genetic history, political affiliation or any other status protected by the laws or regulations in the locations in which we operate.