Support Engineer Associate

Description

We are

At Cross River, we're building the financial infrastructure that powers global innovation. With our cutting-edge suite of embedded payments, cards, and lending solutions, we enable millions of businesses and consumers to transact seamlessly and securely.

With 900+ employees worldwide and an R&D center of over 160 employees in Jerusalem - we’re reshaping how financial technology is developed and delivered. .

THE ROLE

The Engineering Support team is dedicated to creating a positive onboarding experience for our customers. We guide them through the entire process - from initial setup to ongoing support.

Our team combines technical expertise with business orientation to deliver a seamless and effective experience.

This role requires Ability to work full time from Sunday to Thursday during US hours (15:00/16:00–24:00) with some flexibility

Who You Are

• You’re a people person with a strong sense of empathy for customers.
• You can read situations, understand team dynamics, and take initiative to get things done.
• You’re tech-savvy with a developer’s mindset and business-oriented, ensuring a positive customer experience.
• You have a customer-first mindset, ensuring their needs and experience are always your top priority.
  
  

• Support enterprise-level Partners and internal teams with technical onboarding and integration to our systems.
• Provide ongoing technical support, including troubleshooting, investigating error messages, resolving coding issues, and addressing errors related to system updates.
• Collaborate closely with internal departments such as Development, IT, NOC, Implementations, Operations, and Relationship Management.
  
  

• Native-level fluency in both English and Hebrew (written and verbal) - Must
• Ability to work full time from Sunday to Thursday during US hours (15:00/16:00–24:00) with some flexibility - Must
• The ability to go the extra mile when necessary
• The ability to participate in an on-call roster - Must
• 3+ year experience in technical customer-facing support role - Must
• Coding experience (e.g., C#, Python, Java) or a development background.
• Ability to identify when processes need to be established or updated.
• Working knowledge of API integrations (REST API).
• Database experience with SQL queries and reading log files.
• Proficiency with CRM tools such as ServiceNow and Jira
• Familiarity with network concepts (e.g., firewalls), Postman, Kibana logs, Webhooks, Swagger
• Strong problem-solving skills, technical expertise, and ability to explain complex issues clearly to both technical and non-technical users.
• Experience in banking or fintech - An advantage
  
  

• Flexible hybrid work model: three days a week at our Jerusalem office
• Monthly wellness reimbursement – from therapy to gel manicure, it's up to you
• Full Keren Hishtalmut, private health and dental insurance
• Volunteer days, donation matching, Yoga and Pilates
• A supportive, collaborative culture that puts our people first