Weekend Tech Support Lead – Payments & AI Investigations

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

Benefits offered by this job

Stock options

Premium medical benefits

WFH setup stipend

Equipment stipend

Job summary

PayNearMe, Inc. is seeking a curious investigator to connect the dots across payments, systems, and business processes, owning customer outcomes. The role blends financial, payment, product, and integration investigations with AI-assisted problem solving, requiring exceptional communication and cross-functional collaboration.

We value professionalism, empathy, and clear client communication. The position includes weekend support leadership, escalation management, and opportunities to improve

Qualifications

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

Responsibilities

• Investigate and resolve financial, payment, product, integration, and operational issues.
• Use Datadog, Looker, transaction data, logs, and configuration to trace behavior and test hypotheses.
• Apply AI tools to investigate and propose changes for Product and Engineering.
• Own cases in Zendesk and coordinate with Jira or FireHub for handoffs.
• Lead weekend Support, providing guidance and coaching to teams.
• Partner with cross-functional teams to resolve issues and implement improvements.

Skills

Communication

Tech support experience

Curiosity

Investigation

AI for investigations

Case management

Tools

Datadog

Looker

Zendesk

Atlassian

Job description

PayNearMe, Inc. is seeking a curious investigator to connect the dots across payments, systems, and business processes, owning customer outcomes. The role blends financial, payment, product, and integration investigations with AI-assisted problem solving, requiring exceptional communication and cross-functional collaboration.

We value professionalism, empathy, and clear client communication. The position includes weekend support leadership, escalation management, and opportunities to improve