{"id":189002,"url":"https://alion.io/job/xendit-merchant-technical-support-jr-manager","title":"Merchant Technical Support - Jr Manager","company":{"id":7311,"name":"Xendit","domain":"xendit.co","url":"https://alion.io/company/xendit","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":95,"open_postings":5,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":76,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Jakarta, Indonesia"],"countries":["ID"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"closed","first_seen_at":"2026-09-01T07:43:14Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-28T11:08:17Z","board_verified":false,"closed_at":"2026-10-28T11:08:17Z","days_open":57,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":57},"description":"Xendit is an enterprise payments platform powering complex financial operations across Southeast Asia and global markets. We provide a unified API layer combining payment processing, global payouts, localized FX, identity compliance, and fraud protection. As a trusted financial partner backed by top-tier global investors, Xendit processes high-throughput transaction flows for leading global platforms including Meta, Traveloka, ByteDance, Wise, and Grab, building resilient payment infrastructure to drive regional commerce forward.\nAbout the Job\nAs a key technical leader, you will drive customer trust and company growth by bridging Operations, Product, and Engineering to solve our most complex technical escalations. In this role, you will own high-impact incident management, establish robust troubleshooting standards, and turn recurring operational challenges into scalable, automated solutions. Facing the fast-paced challenge of resolving critical merchant issues, your leadership will optimize operational efficiency, elevate team capabilities, and directly shape product improvements to support our long-term scale. \nMinimum Qualifications\n5+ years of experience in technical support, product support, software engineering, solutions engineering, or a related technical domain, with demonstrated experience handling complex technical issues and customer-impacting incidents.\nProven experience leading people, teams, or complex technical/operational programs, with the ability to coach team members, manage performance, and drive accountability.\nStrong technical understanding of software products and systems, including experience with areas such as APIs, system integrations, databases, scripting/automation, troubleshooting, or software development. Candidates with hands-on experience in technical leadership, or similar technical roles are highly valued.\nStrong experience in structured troubleshooting, root cause analysis, incident investigation, and identifying scalable solutions to prevent recurring technical issues.\nExcellent communication and stakeholder management skills, with the ability to translate complex technical concepts into clear and actionable information for both technical and non-technical audiences.\nStrong ownership mindset and ability to operate effectively in a fast-paced environment, prioritizing customer impact, business needs, and operational risks.\nPreferred Qualifications\nPrevious experience in Fintech, Payments, Banking, SaaS, or other technology-driven industries, with a strong understanding of payment flows, transaction life cycles, APIs, integrations, and industry-specific considerations.\nPrevious experience as a Product Manager, Technical Lead, Software Engineer Lead, Solutions Engineer Lead, or similar role, providing strong exposure to product development and technology processes.\nHands-on experience with automation, scripting, API integration, data analysis, or software development, with the ability to identify opportunities to automate repetitive operational processes.\nExperience building or improving technical support functions, L2 support models, incident management processes, escalation frameworks, or technical troubleshooting methodologies.\nExperience designing and maintaining knowledge bases, SOPs, technical documentation, troubleshooting guides, and other scalable knowledge-sharing mechanisms.\nExperience using data and operational insights to identify systemic customer issues and influence product improvements, bug prioritization, or feature development.\nExperience working with external merchants, partners, or enterprise customers in a technical support, customer success, solutions, or consulting capacity.\nExperience driving large-scale operational improvement initiatives that resulted in measurable improvements in customer experience, service quality, resolution time, productivity, or operational efficiency.\nResponsibilities\nTechnical Leadership & Incident Management\nOwn Complex Technical Escalations: Serve as the senior escalation point for complex merchant technical issues, leading structured investigation, troubleshooting, root cause analysis, and resolution across multiple systems or teams.\nDrive Incident Resolution: Coordinate with Engineering, Product, and Operations during high-impact incidents to ensure timely resolution, clear communication, appropriate prioritization, and effective customer impact mitigation.\nIdentify Systemic Issues: Analyze recurring technical issues and incident patterns to identify underlying product, system, or process gaps and translate findings into actionable improvement opportunities.\nStrengthen Troubleshooting Standards: Establish and continuously improve technical troubleshooting frameworks, escalation criteria, diagnostic methodologies, and best practices to increase L2 resolution effectiveness.\nReduce Recurring Issues: Partner with Product and Engineering to drive permanent fixes and preventive actions, reducing repeat incidents, unnecessary escalations, and customer impact.\nBuild Technical Capability: Develop the team's technical depth through workshops, technical knowledge-sharing sessions, documentation, and hands-on coaching to progressively increase L2 self-sufficiency.\nStrategic Impact & Continuous Improvement\nDrive Operational Improvement: Identify opportunities to improve support processes, workflows, tooling, and team structures to increase efficiency, scalability, and customer experience.\nTurn Data Into Action: Use operational and customer data to identify trends, quantify problems, and prioritize improvement initiatives based on customer and business impact.\nLead Automation: Identify repetitive or manual processes and partner with relevant teams to develop automation, self-service, or tooling solutions that improve efficiency and reduce operational dependency.\nBuild Scalable Solutions: Design and implement scalable processes, tools, and knowledge systems that enable the team to handle increasing complexity and volume without proportional increases in operational effort.\nCross-Functional Stakeholder Management\nPartner with Product & Engineering: Represent merchant technical pain points and provide data-backed insights to influence bug prioritization, product improvements, and feature development.\nDrive Technical Alignment: Translate merchant and operational problems into clear technical requirements, problem statements, and business impact to facilitate effective collaboration with Engineering and Product.\nEnable Customer-Facing Teams: Serve as the technical advisor for AE, AM, CSM, and other customer-facing teams, providing guidance on complex product, integration, and technical issues.\nStrengthen Partner Performance: Work closely with Partnerships and other business teams to analyze partner performance, identify systemic issues, and develop actionable recommendations that improve operational performance and customer experience.\nClose the Feedback Loop: Ensure insights from merchant issues and technical incidents are translated into product, process, and documentation improvements, creating a continuous feedback loop between customers and internal teams.\nAutomation, Tooling & Scalability\nIdentify repetitive, manual, or inefficient support processes and evaluate opportunities for automation, self-service, and tooling improvements.\nPartner with Engineering, Product, and internal technology teams to design and implement scalable solutions that reduce manual intervention and improve support efficiency.\nEncourage a culture of automation and continuous improvement within the team by enabling team members to identify and solve operational inefficiencies through technology.\nMeasure the impact of automation 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