about 2 hours ago
Remote, WorldwideMid Level / Senior
H1B Sponsor
Responsibilities
- Own support tickets from first response through confirmed resolution.
- Debug independently by tracing system state, API logs, and data flow.
- Diagnose issues spanning card issuance, authorization, and disputes.
- Use internal tools and AI-assisted workflows to resolve issues efficiently.
- Maintain high operational rigor in triage, prioritization, and customer communication.
- Surface recurring failure patterns to inform product and engineering improvements.
- Contribute to The Vault knowledge base by documenting resolutions.
- Create and update internal tooling using various platforms.
Requirements
- 3+ years in a technical support or engineering role, ideally in fintech or B2B SaaS.
- Strong debugging instincts and comfort in production environments.
- Familiarity with REST API calls, webhooks, and configuration-driven systems.
- Proficient in SQL and able to write queries against a data warehouse.
- Ability to reason through complex system behavior from first principles.
- Clear written communication skills for internal and customer-facing interactions.
- Strong sense of ownership and ability to work independently in a remote environment.
- Experience with ticketing systems like Zendesk or Jira.
Benefits
- Unlimited PTO.
- 12-weeks fully paid parental leave.
- 4-Week Fully Paid Sabbatical after 5 years.
- Work From Anywhere for 4 weeks each year.
- 3% cashback on card purchases with a Privacy.com employee account.
- Health, vision, and dental insurance with HSA Contribution Match.
- 401(k) match.
- Voluntary Life Insurance and STD/LTD.