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XenditMerchant Technical Support - Jr Manager
Xendit operates as a financial technology platform that provides businesses with a unified infrastructure for payment acceptance, payouts, treasury operations, and financial services. The company supports…
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About This Role
Xendit operates as a financial technology platform that provides businesses with a unified infrastructure for payment acceptance, payouts, treasury operations, and financial services. The company supports enterprises of all sizes throughout Southeast Asia and international markets, replacing fragmented local integrations with a single platform. The organization is seeking a Merchant Technical Support - Jr Manager to act as a key technical leader. This position focuses on driving customer trust and…
Job Description
Xendit operates as a financial technology platform that provides businesses with a unified infrastructure for payment acceptance, payouts, treasury operations, and financial services. The company supports enterprises of all sizes throughout Southeast Asia and international markets, replacing fragmented local integrations with a single platform.
The organization is seeking a Merchant Technical Support - Jr Manager to act as a key technical leader. This position focuses on driving customer trust and company growth by bridging Operations, Product, and Engineering departments to resolve complex technical escalations. Responsibilities include owning high-impact incident management, establishing robust troubleshooting standards, and converting recurring operational challenges into automated, scalable solutions.
This role suits experienced professionals with a strong background in technical support, software engineering, or related domains who possess demonstrated leadership capabilities. Candidates will operate in a fast-paced environment where they must prioritize customer impact, manage performance, and coach team members. The position demands strong technical understanding of software products and systems, alongside excellent communication skills to coordinate across cross-functional teams and translate intricate technical concepts for various audiences.
Responsibilities
- Manage senior-level merchant technical escalations through structured investigation, root cause analysis, and resolution across multiple systems.
- Coordinate with Engineering, Product, and Operations during critical incidents to ensure timely mitigation and clear communication.
- Analyze recurring technical patterns to find underlying product, system, or process gaps.
- Establish and improve technical troubleshooting frameworks, escalation criteria, and diagnostic methodologies.
- Partner with Product and Engineering to enforce permanent fixes and preventive actions for repeat incidents.
- Elevate team technical depth through workshops, knowledge-sharing, documentation, and coaching.
- Identify support process improvements and use operational data to prioritize initiatives.
- Collaborate with internal teams to develop automation, self-service, and tooling solutions for manual processes.
- Represent merchant technical pain points to influence product bug prioritization and feature development.
- Serve as a technical advisor for account executives, account managers, customer success managers, and partner teams.
Requirements
- At least 5 years of experience in technical support, product support, software engineering, solutions engineering, or a related domain.
- Demonstrated experience handling complex technical issues and customer-impacting incidents.
- Proven experience leading people, teams, or complex technical and operational programs.
- Strong technical understanding of software products and systems including APIs, system integrations, databases, and scripting.
- Strong experience in structured troubleshooting, root cause analysis, and incident investigation.
- Excellent communication and stakeholder management skills.
- Strong ownership mindset with the ability to operate effectively in a fast-paced environment.
Qualifications
- Previous experience in Fintech, Payments, Banking, SaaS, or other technology-driven industries.
- Previous experience as a Product Manager, Technical Lead, Software Engineer Lead, Solutions Engineer Lead, or similar role.
- Hands-on experience with automation, scripting, API integration, data analysis, or software development.
- Experience building or improving technical support functions, L2 support models, incident management processes, or escalation frameworks.
- Experience designing and maintaining knowledge bases, standard operating procedures, and technical documentation.
- Experience using data to identify systemic customer issues and influence product improvements.
- Experience working with external merchants, partners, or enterprise customers in a technical support, customer success, solutions, or consulting capacity.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location or remote policy for this role?
The posting does not specify a location or a remote work policy.
What are the primary experience requirements for applicants?
Candidates must have at least 5 years of experience in technical support, software engineering, product support, solutions engineering, or a related domain, along with demonstrated people or program leadership experience.
What is the employment type for this position?
The employment type is full-time.
Does the posting list salary or benefits details?
No, the job posting does not provide salary or benefits information.
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