Merchant Technical Support - Jr Manager
Core
Senior technical leader bridging Operations, Product, and Engineering to resolve complex merchant escalations and drive operational automation.
Role type
Senior IC technical support manager (payments/fintech)
Builds
Scalable support processes, automated troubleshooting frameworks, and incident management systems for payment infrastructure
Domain
Fintech, Payments, Southeast Asia
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
complex technical troubleshooting, root cause analysis, incident management, team leadership, stakeholder management, automation/scripting, API integration, data analysis, process improvement
Preferred skills
Fintech/Payments domain expertise, product management experience, software engineering leadership, knowledge base design, cross-functional partnership
Technologies
APIs, databases, scripting/automation tools, incident management platforms
Responsibilities
Lead structured investigation and resolution of high-impact merchant technical escalations; coordinate cross-functional incident response; identify systemic issues and drive permanent fixes; establish and improve troubleshooting standards and escalation frameworks; develop team technical capability through coaching and workshops; partner with Product/Engineering to influence bug prioritization and feature development; design and implement automation to reduce manual operational effort
Seniority
Senior, hands-on IC with leadership responsibilities