Integration & Support Lead

We're looking for an Integration & Support Lead who leads the way our partners get onto our Platform and remains their technical anchor long after they're live. You'll own support end-to-end — from Tier 1 through Tier 2 — and lead the technical integration for every new customer, from kickoff through go-live, for the banks, fintechs, and product companies building on our Platform.

This is a heavily customer-facing role. At any given time you'll be carrying tens of business customers at once, each somewhere different in the journey — early integration, mid-onboarding, or live in production and raising a ticket — and you'll need to know exactly where every one of them stands and prioritize ruthlessly across all of them, without letting any single account go quiet.

You'll work closely with Product and Engineering on what you learn from integrations and support alike, and have real influence on how we document, harden, develop, define our platform, and improve the experience for every partner after you.

WHAT YOU'LL DO

– Lead the technical integration of new customers, end-to-end — from kickoff and sandbox setup through go-live

– Own support end-to-end across Tier 1 and Tier 2 — from first response to the escalations that need real debugging

– Manage a live portfolio of tens of business customers at once, each at a different stage of integration or support, and prioritize your time based on urgency and business impact

– Act as the technical point of contact for partners integrating with our Platform, through onboarding and beyond

– Debug and reproduce complex issues across REST APIs, webhooks, and financial data flows using Postman or Insomnia

– Trace requests end-to-end through logs and monitoring in Datadog to find root cause, not just symptoms

– Guide partners through JWT/OAuth configuration, whitelisting, and certificate setup during integration

– Write and maintain integration guides, runbooks, and internal documentation to reduce repeat escalations

– Collaborate with Product and Engineering to escalate, track, and close the loop on bugs surfaced through support and integrations

– Own clear, structured technical communication with partners during onboarding, incidents, and complex tickets

– Build the processes, tooling, and training that raise what Tier 1 can handle independently over time

– Flag patterns across tickets and integrations that point to product or documentation gaps, and feed them into the roadmap

 WHAT WE'RE LOOKING FOR

– 4+ years in technical support, solutions engineering, or an integration/API-facing role, ideally in SaaS or fintech

– Experience owning or leading customer onboarding/technical integration projects end-to-end

– Proven ability to manage and prioritize across a large, concurrent portfolio of business customers — comfortable owning tens of accounts at once, each at a different stage

– Strong customer-facing presence — confident leading calls and owning the relationship, not just resolving tickets from behind the scenes

– Solid grasp of REST APIs, JSON, JWT/OAuth — comfortable debugging backend services directly and looking at logs, not just reading tickets

– Hands-on experience with webhooks, async flows, and client-server architecture

– Experience working directly with B2B partners or clients on technical integration problems

– Clear written and verbal communication — equally comfortable talking to engineers and to less technical partner stakeholders

– Structured and calm under pressure when handling escalations

– Highly independent, thorough, and able to own an issue end-to-end

– Fluent English — our team and documentation are international

Strong pluses:

– Background in banking/fintech integrations ✦ strong plus

– Scripting ability (Python or JS) for debugging or internal tooling ✦ plus

– Experience with observability/monitoring tools (Datadog or similar) ✦ plus

OUR TECH ENVIRONMENT

• AWS  ·  PostgreSQL  ·  MongoDB  ·  Redis  ·  Jira  ·  Datadog  ·  REST APIs  ·  Bitbucket