Support Engineer

About this role

Client Support Engineer (Payments & Financial Infrastructure) Remote (U.S.) | Full-Time Our client is building next-generation financial infrastructure that enables real-time movement of digital money across traditional banking systems and digital asset networks. They are looking for a technically strong Client Support Engineer to serve as the primary support contact for partner financial institutions, helping diagnose, troubleshoot, and resolve operational and technical issues across their payments platform. This role sits at the intersection of technical support, operations, and engineering, making it ideal for candidates who enjoy solving complex problems, working directly with customers, and improving support processes in fast-paced environments. What You'll Do Serve as the Primary Technical Contact for Financial Institution Partners Act as the first point of contact for partner banks and financial institutions experiencing technical or operational issues. Investigate and resolve support requests related to API behavior, connectivity, payment processing, and operational workflows. Communicate effectively with both technical and non-technical stakeholders throughout the resolution process. Manage and Resolve Operational Exceptions Monitor support queues and exception management systems. Triage, investigate, and drive incidents to resolution. Escalate complex issues to Engineering when necessary and coordinate follow-through until closure. Conduct root cause analysis and document findings. Improve Support Operations Create and maintain support documentation, runbooks, troubleshooting guides, and escalation procedures. Identify recurring issues and work with Engineering and Product teams to improve reliability and reduce support volume. Contribute to the design and scaling of support processes, monitoring practices, and operational workflows. Collaborate Cross-Functionally Partner closely with Engineering, Product, and Operations teams. Provide actionable feedb