Customer Support Team Leam / Engineer

2 roles - Customer Support Engineer Team Lead and Customer Support Engineer – Charlotte, NC

Our FinTech client is on a mission to help banks and small businesses thrive in a digital-first economy. Founded in 2017, our client brings together the energy and flexibility of a high-growth scale-up with the backing of global financial institutions. Their cloud-based platform powers end-to-end merchant services for banks, combining payments and business banking into one seamless experience.

The company is a close-knit team of designers, engineers, and financial services experts who care deeply about their product and how they work together. They value curiosity, collaboration, and continue striving to make things better every day.

Our client has two different permanent, hybrid roles in customer support based in Charlotte, NC. The company also offers a competitive salary, bonus, and an excellent benefit package. No visa situations for these opportunities.

We are looking for a Customer Support Engineer as well as a Team Lead to help build and lead their new customer support function in Charlotte, NC. These roles blend hands-on customer support with team leadership, offering a unique opportunity to shape how they serve their banking clients. As the team lead, you will guide a small team of support professionals while directly assisting customers with inquiries and requests, ensuring a high-quality service experience. As the Customer Support Engineer, you will provide quality support to the SMB customers.

Our client values passion, curiosity, and a problem-solving mindset just as much as specific experience. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply!

Responsibilities for Team Lead:

Team lead will provide mentorship and guidance to the support team, ensuring high service standards.
Monitor team performance and key support metrics to identify areas for improvement.

Individual Contributor and Team Lead:

Serve as a primary escalation point for critical customer issues.
Coordinate with global support teams to maintain consistent service quality across regions.
Act as the first point of contact for banking customers, handling inquiries, requests, and minor technical issues.
Troubleshoot and resolve customer issues related to their SaaS platform, escalating complex cases to the development team as needed.
Document issues, solutions, and customer interactions in their customer support system.
Collaborate with internal teams, including Application Management, Platform Engineering, and Development, to ensure timely issue resolution.
Provide proactive guidance and training to customers on best practices and platform features.
Participate in the 24x7 On-Call rotation for major incidents.

What we are looking for

TEAM LEAD --- 5+ years of experience in customer support or technical support and 2+ years of experience leading or mentoring a support team.
INDIVIDUAL CONTRIBUTOR – 2 + years of experience in customer support or technical support
Excellent communication skills, with the ability to interact professionally with banking customers.
Strong problem-solving skills with the ability to troubleshoot technical issues.
Experience working in a SaaS or fintech environment is a plus.
Familiarity with ticketing systems, knowledge bases, and support best practices.
Ability to work independently in a fast-growing, dynamic environment.

Technical Skills ( a mix of these will work):

Experience with the ELK stack (Elastic Search, Logstash, Kibana)
Experience with Docker, Kubernetes – AKS.
Exposure to CI/CD.
Experience with Azure stack is a must.
Experience with IaC, Terraform (preferred).
Experience with data architecture patterns e.g. Kappa, Lambda architectures
Experience with data streaming and ETL tooling, Data Bricks, Kafka, Hadoop
Familiarity with Java and Open-Source ecosystem

Well-being and professional growth is important to our client.

· Benefits including 401k and health insurance.

· Access to career coaching, life coaching and therapy from their employee experience partners.

· Access to Engineering Learning & Development tool, Pluralsight.

Qualified applicants please send a resume and salary requirements to Martha Michaux mmichaux@hirenetworks.com.

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