As our Tier 3 Support Engineer for Account Onboarding, you are the ultimate problem-solver and the final line of defense for our most complex customer issues. You won't be reading from a script; you'll be performing deep-dive investigations into the technical nuts and bolts of our onboarding, identity verification (KYC), and anti-fraud systems.
This role is a critical link between credit unions, banks as our front-line support teams, and our Engineering and Product departments. Your work directly impacts customer trust, platform integrity, and our ability to grow securely. If you thrive on technical detective work and want to solve challenges that truly matter, this is the role for you.
Required Experience:
Credit Union or Bank technical support experience in either online banking, account opening, core processors or loan interfaces.
Must have proven understanding of complex financial services technology stacks and how to search for answers in product logs.
Responsibilities:
• Advanced Troubleshooting: Serve as the final escalation point for all technical issues related to the credit union or bank account opening and identity verification process that Tier 1 and Tier 2 support cannot resolve.
• Deep-Dive Investigation: Analyze application logs, query databases (SQL), and trace API calls to pinpoint the root cause of complex errors, system timeouts, or data inconsistencies.
• Collaborate with Engineering: Partner directly with software engineers to identify, replicate, and document software defects in Jira. You will provide the detailed context and data needed for a swift resolution.
• Liaise with Product & Compliance: Act as a subject matter expert, providing feedback to the Product team on user experience friction points and working with the Compliance team to navigate issues related to KYC/AML checks.
• Knowledge Creation: Author and maintain sophisticated internal documentation, runbooks, and knowledge base articles to empower Tier 1 and Tier 2 teams, reducing future escalations.
• Trend Analysis & Proactive Improvement: Proactively identify patterns in support escalations to recommend permanent solutions, whether through product enhancements, improved monitoring, or process changes.
• Manage Third-Party Integrations: Investigate and resolve issues stemming from our third-party identity verification, fraud detection, and data partners.
Please list the specific credit union or bank you have worked with or for and your role.
Job Type: Full-time
Pay: $65,000.00 - $85,000.00 per year
Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance
Schedule:
• 8 hour shift
Application Question(s):
• What role have you had at a credit union or bank in providing technology support?
Experience:
• HTML CSS and Vue.js: 5 years (Required)
• Customer support: 4 years (Required)
Work Location: Remote