Merchant Technical Support Manager

Xendit is the financial technology platform built for businesses that move fast. We give companies one unified platform for payment acceptance, payouts, treasury and financial services, replacing fragmented local integrations with a single infrastructure layer. We serve businesses of every size, from high-growth startups to global enterprises, processing high-volume transactions across Southeast Asia and beyond, with more markets on our global expansion roadmap.

About the Job

As 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. 

Minimum Qualifications

• 5+ 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.
• Proven experience leading people, teams, or complex technical/operational programs, with the ability to coach team members, manage performance, and drive accountability.
• Strong 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.
• Strong experience in structured troubleshooting, root cause analysis, incident investigation, and identifying scalable solutions to prevent recurring technical issues.
• Excellent 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.
• Strong ownership mindset and ability to operate effectively in a fast-paced environment, prioritizing customer impact, business needs, and operational risks.

Preferred Qualifications

• Previous 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.
• Previous 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.
• Hands-on experience with automation, scripting, API integration, data analysis, or software development, with the ability to identify opportunities to automate repetitive operational processes.
• Experience building or improving technical support functions, L2 support models, incident management processes, escalation frameworks, or technical troubleshooting methodologies.
• Experience designing and maintaining knowledge bases, SOPs, technical documentation, troubleshooting guides, and other scalable knowledge-sharing mechanisms.
• Experience using data and operational insights to identify systemic customer issues and influence product improvements, bug prioritization, or feature development.
• Experience working with external merchants, partners, or enterprise customers in a technical support, customer success, solutions, or consulting capacity.
• Experience driving large-scale operational improvement initiatives that resulted in measurable improvements in customer experience, service quality, resolution time, productivity, or operational efficiency.

Responsibilities

Technical Leadership & Incident Management

• Own 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.
• Drive 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.
• Identify Systemic Issues: Analyze recurring technical issues and incident patterns to identify underlying product, system, or process gaps and translate findings into actionable improvement opportunities.
• Strengthen Troubleshooting Standards: Establish and continuously improve technical troubleshooting frameworks, escalation criteria, diagnostic methodologies, and best practices to increase L2 resolution effectiveness.
• Reduce Recurring Issues: Partner with Product and Engineering to drive permanent fixes and preventive actions, reducing repeat incidents, unnecessary escalations, and customer impact.
• Build 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.

Strategic Impact & Continuous Improvement

• Drive Operational Improvement: Identify opportunities to improve support processes, workflows, tooling, and team structures to increase efficiency, scalability, and customer experience.
• Turn Data Into Action: Use operational and customer data to identify trends, quantify problems, and prioritize improvement initiatives based on customer and business impact.
• Lead 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.
• Build 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.

Cross-Functional Stakeholder Management

• Partner with Product & Engineering: Represent merchant technical pain points and provide data-backed insights to influence bug prioritization, product improvements, and feature development.
• Drive Technical Alignment: Translate merchant and operational problems into clear technical requirements, problem statements, and business impact to facilitate effective collaboration with Engineering and Product.
• Enable 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.
• Strengthen 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.
• Close 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.

Automation, Tooling & Scalability

• Identify repetitive, manual, or inefficient support processes and evaluate opportunities for automation, self-service, and tooling improvements.
• Partner with Engineering, Product, and internal technology teams to design and implement scalable solutions that reduce manual intervention and improve support efficiency.
• Encourage a culture of automation and continuous improvement within the team by enabling team members to identify and solve operational inefficiencies through technology.
• Measure the impact of automation and process improvements through metrics such as resolution time, productivity, escalation rate, ticket volume, and customer experience.