About the company
Mission-driven technology environment providing payment disbursement solutions for corporate giving and social impact, listed on behalf of a partner company.
Responsibilities
- Serve as primary technical point of contact for assigned enterprise accounts
- Lead escalations involving payment-blocking incidents and high-impact technical issues
- Translate payment events (status updates, failed/returned transactions, data errors) into clear explanations
- Gather and communicate detailed technical information to help internal teams investigate issues
- Support clients through integration testing, technical validation, sign-off, and go-live
- Maintain account health through service reviews and monthly service-level reporting
- Monitor recurring incidents and develop runbooks and post-incident reviews
- Follow operational procedures and controls defined by banking partners and compliance teams
- Build strong relationships with enterprise stakeholders
- Contribute to development of support processes and operational playbooks
Requirements
- At least five years of experience in technical account management, technical support escalation, solutions engineering, or similar customer-facing technical role
- Demonstrated experience as escalation point for high-severity technical issues
- Knowledge of electronic payment systems and banking operations including ACH processing, payment returns, and reconciliation
- Understanding of APIs, event-driven integrations, and data exchanges
- Experience interpreting API responses, event payloads, logs, or transaction records
- Familiarity with regulated financial transactions and controls (identity verification, sanctions screening)
- Experience with case management and issue-tracking platforms
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
Conditions
- Starting annual salary range of $61,000–$77,800
- Remote-first, work from anywhere in the United States
- Medical, dental, and vision insurance
- 401(k) plan with employer matching
- Paid time off
- Generous parental leave
- Wellness programs
- Professional development