Xendit provides payment infrastructure across Southeast Asia and is expanding into Greater China and LATAM. Its services include payment processing, marketplace support, payroll and loan disbursements, KYC solutions, and fraud prevention. It offers APIs, eCommerce platform integrations, and applications for individual entrepreneurs, SMEs, and enterprises. The company focuses on building payment rails to make payments within and across Southeast Asia simple and secure. It serves thousands of businesses, from SMEs to multinational enterprises, and processes millions of transactions each month. Since its founding in 2015, it has added hundreds of customers monthly, received backing from global top-10 VCs, and been featured by Y-Combinator among the fastest-growing companies. The role leads the resolution of complex merchant technical issues and connects Operations, Product, and Engineering. It owns high-impact incident management, sets troubleshooting standards, and turns recurring operational problems into scalable or automated solutions. The work also involves improving operational efficiency, developing the team’s technical capabilities, and informing product improvements. Minimum qualifications include 5+ years in technical support, product support, software engineering, solutions engineering, or a related technical field, with experience handling complex technical issues and incidents affecting customers. Candidates must have experience leading people, teams, or complex technical or operational programs, including coaching, performance management, and accountability. They need a strong understanding of software products and systems, with experience in areas such as APIs, system integrations, databases, scripting or automation, troubleshooting, or software development. Hands-on technical leadership or similar technical experience is highly valued. The role also requires structured troubleshooting, root cause analysis, incident investigation, and the ability to identify scalable ways to prevent recurring issues. Strong communication and stakeholder management skills are needed to explain technical matters clearly to technical and non-technical audiences, along with ownership and the ability to prioritize customer impact, business needs, and operational risks in a fast-paced environment. Preferred qualifications include experience in Fintech, Payments, Banking, SaaS, or another technology-driven industry, with an understanding of payment flows, transaction life cycles, APIs, integrations, and industry-specific considerations. Experience as a Product Manager, Technical Lead, Software Engineer Lead, Solutions Engineer Lead, or in a similar role is preferred, as is hands-on work in automation, scripting, API integration, data analysis, or software development. Other preferred experience includes building or improving technical support functions, L2 support models, incident management processes, escalation frameworks, or troubleshooting methods; creating and maintaining knowledge bases, SOPs, technical documentation, and troubleshooting guides; using operational data to identify systemic customer issues and influence product decisions; supporting external merchants, partners, or enterprise customers in a technical support, customer success, solutions, or consulting role; and leading large-scale operational improvements with measurable results in customer experience, service quality, resolution time, productivity, or efficiency. Responsibilities include serving as the senior escalation point for complex merchant issues and leading investigations, troubleshooting, root cause analysis, and resolution across systems and teams. During high-impact incidents, the role coordinates with Engineering, Product, and Operations on timely resolution, communication, prioritization, and mitigation of customer impact. It analyzes recurring issues to find product, system, or process gaps; improves troubleshooting frameworks, escalation criteria, diagnostic methods, and L2 practices; works with Product and Engineering on permanent fixes and preventive action; and builds the team’s technical depth through workshops, knowledge sharing, documentation, and hands-on coaching. The role also improves support processes, workflows, tools, and team structures; uses customer and operational data to quantify problems and prioritize initiatives; and develops scalable processes, tools, and knowledge systems as complexity and volume increase. It identifies manual or repetitive work and partners with relevant teams on automation, self-service, and tooling that reduce operational dependency. Cross-functional work includes bringing merchant technical issues and data-backed insights to Product and Engineering to inform bug prioritization, product improvements, and feature development. The role translates merchant and operational problems into technical requirements and clear statements of business impact, advises AE, AM, CSM, and other customer-facing teams on complex product and integration issues, and works with Partnerships and other business teams to assess partner performance and recommend improvements. It ensures lessons from merchant issues and incidents lead to changes in products, processes, and documentation. The role encourages team members to address operational inefficiencies through technology and measures the effects of automation and process changes using metrics such as resolution time, productivity, escalation rate, ticket volume, and customer experience.

Merchant Technical Support - Jr Manager

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