Tier3 Support Lead

Pontera is a fintech company on a mission to help people retire better. Our software platform enables retirement savers to get the help they need managing their 401(k) and other retirement plan accounts as part of a personalized strategy by their trusted financial advisor.

Pontera is used by financial advisors across the nation– from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.

Backed by leading venture capital firms including ICONIQ Growth and Lightspeed Venture Partners, Pontera is built by talented individuals who share a dedication to helping people retire with greater security.

Our team is fast-growing and driven to become one of the largest fintech companies in the world. Our culture is built on a people-first principle: in a complex and numbers-driven industry, we never lose sight of the people we serve and work alongside. That’s where you come in.

As a Tier 3 Support Lead, you will serve as the central point for investigating and resolving complex technical issues raised by teams across the company, primarily from Customer Success. You will collaborate closely with senior developers, product managers, security experts, and other stakeholders to analyze data, identify root causes, and implement effective solutions. In this role, you will lead the Tier 3 support function, defining and continuously improving processes, setting best practices, and ensuring effective collaboration with US-based client-facing teams to deliver timely, high-quality resolutions and an exceptional customer experience.

Responsibilities

• Investigate complex technical issues using analytical tools, system logs, databases, and other monitoring systems to identify root causes and resolutions.
• Collaborate with developers and product managers to define bugs, clarify change requests, and ensure accurate documentation and prioritization.
• Manage issue tracking and ensure each case is assigned to product versions in accordance with defined SLAs.
• Communicate effectively with various internal teams to provide updates on issues, resolutions, and expected timelines.
• Work closely with US-based client-facing teams to support VIP customers, handle escalations, and deliver high-quality technical investigations.
• Own Tier 3 support processes, continuously monitor performance, and drive improvements to increase efficiency and quality.
  
  

• 5+ years of experience in a Tier 3 or senior support role within a SaaS or cloud-based environment — FinTech experience preferred.
• Proven expertise with monitoring, logging, and reporting tools (e.g., Tableau, Sumo Logic, Grafana).
• Advanced SQL proficiency, including query optimization and data analysis for debugging and reporting.
• Strong command of incident management tools such as Jira, Zendesk, Bugzilla, or TFS.
• Fluent in English (written and spoken) with strong communication skills for cross-functional collaboration.
• Experience in manual QA and testing processes — advantage.
• Bachelor’s degree in Computer Science, Information Systems, or a related field — advantage.
• Strong analytical mindset, attention to detail, and a proactive, ownership-driven approach to problem-solving.
  
  

• Opportunity: Have a major impact at a fast-growing startup that is revolutionizing the FinTech industry
• Team Culture: A collegial, collaborative, fun work environment with frequent team events
• Professional Development: Sponsored learning & development program
• Work Flexibility: A hybrid office work model (In-Office Mon/Tues/Weds and WFH Sun//Thurs)