Technical Support Engineer - Tier 2

Summary

Join Bankjoy, a FinTech startup, as a Technical Support Engineer and be at the forefront of delivering exceptional client experiences to financial institutions. Handle incoming support cases, troubleshoot technical issues, perform database updates, and collaborate with cross-functional teams. You will review logs and metrics to identify root causes and contribute to internal documentation improvements. This role requires 7+ years of experience in technical support within a fintech or enterprise B2B SaaS company, strong troubleshooting skills, and excellent communication. Bankjoy offers competitive compensation, stock options, comprehensive health benefits, paid time off, and a remote-first culture.

Requirements

• 7+ years of experience in a technical support role within a fintech or enterprise B2B SaaS company (required)
• Strong troubleshooting skills with a focus on APIs, cloud-based platforms, and enterprise software systems
• Hands-on experience with core banking integrations, SSO, and payment processing systems
• Familiarity with monitoring tools (e.g., Datadog) and ticketing systems (e.g., Jira, Salesforce)
• Excellent written and verbal communication skills, with a client-first mindset
• Comfortable working in a fast-paced, remote-first environment

Responsibilities

• Handle incoming support cases from financial institution clients via Salesforce and Jira
• Troubleshoot Tier I/II issues including integration failures, configuration issues, user-facing problems, and platform behavior
• Perform database updates and maintenance using pre-approved scripts
• Review logs and metrics in Datadog to identify root causes and common issue patterns
• Collaborate cross-functionally with implementation, product, and engineering teams
• Maintain high-quality, professional communication with clients throughout the support process
• Contribute to internal documentation and support process improvements

Preferred Qualifications

• Familiarity with banking cores or integrations (e.g., Symitar, Corelation)
• Experience supporting APIs and mobile/web application platforms
• Scripting or API testing knowledge (e.g., Postman)

Benefits

• A fast-paced and collaborative environment
• Competitive compensation
• Stock options at a well-funded startup
• 100% medical, dental and vision coverage for you on our base plans
• 50% coverage for families in the US & 100% coverage for families in Canada
• 401(k) plan with 4% company matching (US Employees)
• 3-5 weeks PTO depending on tenure
• 5 health days
• 15 holidays
• End of year shutdown
• Performance-based bonuses (US & Canadian Employees)
• Remote first culture