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payments sql apis leadership incident response📋 Description
- Design and implement scalable API support processes; track SLAs, CSAT, metrics.
- Lead 24x7 incident response with fast triage and client communication.
- Enable customer self-service with new tools and docs.
- Troubleshoot API issues via logs and SQL; coordinate with Eng on escalations.
- Manage 1–2 mid-level Support Engineers; coach and develop the team.
- Collaborate with Product and Engineering to upgrade tests, monitoring, and alerting.
🎯 Requirements
- 3+ years in a customer-facing technical role in API-first environments.
- Management experience overseeing 2+ direct reports.
- Familiarity with support processes and case management.
- Hands-on API experience; scripting or lightweight automation a plus.
- An understanding of payments or fintech.
- Strong writing, communication, and analytical problem-solving.
🎁 Benefits
- Unlimited PTO
- 12-weeks fully paid parental leave
- 4-week fully paid sabbatical
- Work from anywhere 4 weeks each year
- 3% cashback on Privacy.com employee account
- Health, vision, and dental insurance; HSA contribution match
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