{"id":1438112,"url":"https://alion.io/job/paynearme-technical-support-engineer-weekend-lead","title":"Technical Support Engineer (Weekend Lead)","company":{"id":689654,"name":"PayNearMe","domain":"paynearme.com","url":"https://alion.io/company/paynearme","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"PT","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":80000,"max":120000,"currency":"USD","period":"year","gross":null,"usd_annual":120000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Cursor","optional":false},{"name":"Datadog","optional":false},{"name":"Jira","optional":false},{"name":"Looker","optional":false},{"name":"OpenAI Codex","optional":false}],"status":"live","first_seen_at":"2026-09-28T22:23:13Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-21T04:09:48Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Company Description\nAt PayNearMe, we’re on a mission to make paying and getting paid as simple as possible. We build innovative technology that transforms the way businesses and their customers experience payments. Our industry-leading platform, PayXM™, is the first of its kind-designed to manage the entire payment experience from start to finish. Every click, swipe or tap is seamless, fast and secure, helping non-commerce businesses boost customer satisfaction, accelerate payments, and reduce costs.\nOur single platform handles it all: cards, ACH, digital wallets such as PayPal, Venmo, Cash App Pay, Apple Pay and Google Pay, and even cash at more than 62,000 retail locations nationwide. Today, thousands of businesses across consumer lending, iGaming and online sports betting, property management, and tolling trust PayNearMe to deliver a payment experience that drives real results.\nIn September 2025, we raised a $50 million Series E funding round to accelerate our growth. \nWe’re a team of 300+ employees across 41 states, headquartered in Silicon Valley with satellite offices in Dallas, TX and Holmdel, NJ.\nJoin us and be part of a team that’s shaping the future of payments-one experience at a time.\nAt PayNearMe, we manage the product and customer experience through the lens of Support. We want a curious investigator who connects the dots across payments, systems, and business processes and owns the customer outcome. Support is primarily email, with limited phone handoffs and internal or client conference calls.\nThis support role combines financial, payment, product, and integration investigations with AI-assisted problem solving. It is not a software development role. Professionalism, empathy, and clear communication with clients and colleagues are essential. Cross-functional work offers opportunities to broaden your skills and grow internally.\nSchedule and Coverage\nA five-day schedule including Saturday and Sunday is required. Example: Friday through Monday plus one weekday, 8:00 AM to 5:00 PM PT.\nHoliday schedules, alternate days off, and weekends off are coordinated with management.\nWeekend coverage is an ongoing requirement; future schedule changes depend on business needs and available opportunities.\nParticipate in the paid on-call rotation, providing after-hours support for incidents and escalations.\nResponsibilities\nInvestigate and resolve financial, payment, product, integration, and operational issues, including settlement, reconciliation, payment status, reporting, business rules, APIs/callbacks, bulk files, and portal behavior.\nUse Datadog, Looker, transaction data, logs, and configuration to trace behavior, test hypotheses, and distinguish defects from configuration, integration, or process issues.\nApply approved AI tools such as Claude, Cursor, ChatGPT / Codex to investigate, including authorized code-level analysis. Validate findings and propose changes for Product and Engineering to evaluate.\nOwn cases in Zendesk through resolution or a clear handoff, prioritize customer and business impact, and escalate promptly through Jira or FireHydrant. Communicate professionally with IT and finance leaders, executives, payment agents, and individual consumers.\nLead weekend Support, owning queue priorities, escalations, and frontline handoffs. Provide real-time technical guidance and coaching to internal and outsourced teammates; improve documentation and runbooks.\nPartner with Account Management, Professional Services, Product, Engineering, SysOps, Finance, Security, Compliance, Legal, and external partners to resolve issues.\nMake authorized production configuration and operational changes through supported interfaces and established controls. Engineering owns production code changes.\nServe as lead customer liaison during daytime weekend incidents and escalations. Coordinate impact assessment, mitigation, calls, updates, and handoffs with on-call backup and management as severity warrants.\nTurn recurring issues into product and process improvements. Help design and implement AI-assisted workflows and automation, and assess their impact on the customer experience.\nQualifications\nExcellent written and verbal communication, empathy, discretion, and composure with clients and colleagues at all levels, including expectation setting and difficult conversations.\n7+ years in technical product support, payments operations, implementation, or related customer-facing work, or equivalent education and experience.\nCuriosity and independent judgment: follow evidence, test assumptions, persist through ambiguity, and know when to escalate.\nStrong investigative skills across software, APIs, data interfaces, financial questions, and business processes using logs, transaction data, reports, and configuration.\nAptitude and willingness to learn and apply AI to investigations and business-process design.\nExperience managing complex cases, coordinating client-facing incidents, and coaching teammates across technical and nontechnical teams, with sound judgment, clear documentation, and follow-through.\nPreferred Qualifications\nPayments or banking operations: settlement, reconciliation, payment files/NACHA, chargebacks, disputes, disbursements, or ACH.\nDatadog, Looker, Zendesk, Atlassian, or comparable logging, reporting, and support tools.\nSaaS services and partner integrations, APIs/webhooks, JSON/XML, SFTP, and batch processing.\nWorkflow, knowledge-base, or business-process improvement using data, automation, or AI.\nDigital wallets, card processing, cash-at-retail/POS, payment processors, or gift card networks.\nOnline gaming, including sports betting, casino/poker, fantasy sports, and sweepstakes gaming.\nPayments compliance concepts such as BSA, AML, OFAC, and UDAAP.\nThe annual base salary range for this role represents PayNearMe's good-faith estimate of the base salary it reasonably expects to offer for this position at the time of hire. Actual compensation may vary based on factors including the candidate's experience, qualifications, skills, and work location. PayNearMe may offer compensation outside of this range in certain circumstances. This position will remain posted until filled.\nAnnual Salary Range\n$80,000—$120,000 USD\nWhy Join Us?:\nCompetitive salary and benefits with growth-company options grant\nFast- paced and professional work culture\nStock options with standard startup vesting - 1 year cliff; 4 years total\n$50 monthly communication expense stipend to go towards your phone/internet bill\n$250 stipend to enhance your WFH setup\nReimbursement for peripheral equipment: monitor (up to $400), keyboard and mouse (up to $200)\nPremium medical benefits including vision and dental (100% coverage for employees)\nCompany-sponsored life and disability insurance\nPaid parental bonding leave\nPaid sick leave, jury duty, bereavement\n401k plan\nFlexible Time Off (our team members typically take off ~3-4 weeks per year)\nVolunteer Time Off\n13 scheduled holidays\nPayNearMe strives to create a workplace where all employees thrive. Our core values represent who we are today and we take pride in the way we work with each other as well as with our stakeholders.\nWe’re in this together to do the right thing. We deliver real results we are proud of while remaining respectful, transparent, and flexible.\nPayNearMe is an equal opportunity employer. We are diligently and thoughtfully working towards cultivating a diverse workforce which in turn, enhances our products and services for the communities we serve. Applicants who represent all backgrounds are strongly encouraged to apply.\nCandidate information will be treated in accordance with our job applicant privacy notice found at: https://home.paynearme.com/ccpa-privacy-notice-jobs-employees/","description_format":"text","description_chars":7745,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Flexible time off","Stock options"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-09-29T04:05:41Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 4 · green card filings: 3","filings_12m":4,"filings_prev_12m":2,"green_card_filings_12m":3,"median_offered_wage_usd":171071,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":0.9,"age_days":21,"expected_fill_days":35,"reasons":["conf:2","win:mid"],"computed_at":"2026-10-20T05:45:00Z"},"pay":{"stated_usd_annual":120000,"is_top_pay":false},"html_url":"https://alion.io/job/paynearme-technical-support-engineer-weekend-lead","json_url":"https://alion.io/job/paynearme-technical-support-engineer-weekend-lead.json","meta":{"generated_at":"2026-10-21T04:50:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7134,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":689654},"rest":"https://alion.io/mcp/rest/get_company?id=689654"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpaynearme-technical-support-engineer-weekend-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpaynearme-technical-support-engineer-weekend-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpaynearme-technical-support-engineer-weekend-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/paynearme-technical-support-engineer-weekend-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpaynearme-technical-support-engineer-weekend-lead"}]}