Technical Support Engineer - Remote

Company Description At PayNearMe, we’re on a mission to make paying and getting paid as simple as possible. We build innovative technology that transforms the way businesses and their customers experience payments. Our industry-leading platform, PayXM™, is the first of its kind—designed to manage the entire payment experience from start to finish. Every click, swipe or tap is seamless, fast and secure, helping non-commerce businesses boost customer satisfaction, accelerate payments, and reduce costs. Our single platform handles it all: cards, ACH, digital wallets such as PayPal, Venmo, Cash App Pay, Apple Pay and Google Pay, and even cash at more than 62,000 retail locations nationwide. Today, thousands of businesses across consumer lending, iGaming and online sports betting, property management, and tolling trust PayNearMe to deliver a payment experience that drives real results. In September 2025, we raised a $50 million Series E funding round to accelerate our growth. We’re a team of 200+ employees across 41 states, headquartered in Silicon Valley with satellite offices in Dallas, TX and Holmdel, NJ. Join us and be part of a team that’s shaping the future of payments—one experience at a time. Job Description We're expanding our support capabilities with a new Technical Support Engineer position. This role is crucial for enhancing our 24x7 support in partnership with our outsourced team and on-call rotation. As part of the Customer Success organization, this role helps manage both the product and customer experience through quality support efforts. Schedule Requirements • Participation in a rotating 24/7 week-long on-call coverage schedule • Primary schedule example: Monday - Friday 8:00 AM - 5:00 PM PST Responsibilities • Provide product support, focusing on enhancing customer experience through effective troubleshooting, including portal usage, API, web services, bulk data processing, and reporting • Efficiently manage the support queue, including handling escalations, identifying defects, suggesting enhancements, and enriching the knowledge base • Utilize the Zendesk ticketing system as the primary support platform, managing incoming requests primarily via email and extending support through phone handoffs, meetings, and occasional chat interactions. Handle a moderate volume of approximately 500 tickets per month, ranging from simple alerts to complex escalations • Collaborate with internal stakeholders and external partners across Account Management, Client Services, Product Engineering, SysOps, Finance, Compliance, and Legal to resolve issues with minimal customer disruption • Participate in an on-call rotation for after-hours incidents, addressing critical issues as they arise Qualifications • 3+ years in technical product support or equivalent education, with a strong service ethic and a commitment to excellence • Technical proficiency with software platforms, web/mobile applications, and data/API interfaces, paired with excellent analytical and problem-solving skills • Exceptional communication, organizational, and teamwork skills, capable of managing incident escalations and working closely with both internal and outsourced support teams • A customer-first attitude, able to empathize and advocate for users, with the agility to navigate a fast-paced, dynamic environment • Ability to perform under pressure while managing a high volume of tickets, incidents, and complex projects, maintaining focus on quality and timely resolution Preferred Qualifications • Past experience in the online gaming industry is a plus. (Sports Betting, Casino/Poker, Fantasy Sports Horse Racing) • Familiarity with cloud based (SaaS) business systems or Independent Software Vendors (ISV) • Basic understanding of HTML, XML, JSON, JavaScript, and APIs at a technical level or SFTP / batch systems • Financial / banking processes such as settlement, reconciliation, payment files, NACHA, chargebacks, disputes, etc • Support systems (especially Zendesk usage or administration), business processes, training, and knowledge content administration • Debit, Credit, Apple Pay, Google Pay, PayPal, Venmo, Square Cash app, disbursements, ACH, and related networks and processors • Cash at retail POS, back-end payment systems, and gift card networks • Product / project management, reporting, and data analytics • Compliance concepts such as: BSA, AML, OFAC, and UDAAP • Any applicable Support contributor or leadership roles such as: • Technical Support Analyst or Support Engineer • Customer Success Specialist • Team Lead, Technical Support • Technical Account Manager • Support Engineer • API Support Specialist • Data Analysis Support Engineer • Technical Operations Specialist • Support Data Analyst • Implementation Manager • Systems Operations Specialist • Network Operations Center (NOC) Analyst • Professional Services Consultant • IT Support or Systems Administrator Additional Information Location: Flexible/Remote (within the US) Great compensation package plus extensive benefits, including: • 100% Remote (must be in US) • Base salary per year (paid semi-monthly) • Fast- paced and professional work culture • Stock options with standard startup vesting - 1 year cliff; 4 years total • $50 monthly communication expense stipend to go towards your phone/internet bill • $250 stipend to enhance your WFH setup • Reimbursement for peripheral equipment: monitor (up to $400), keyboard and mouse (up to $200) • Premium medical benefits including vision and dental (100% coverage for employees) • Company-sponsored life and disability insurance • Paid parental bonding leave • Paid sick leave, jury duty, bereavement • 401k plan • Flexible Time Off (our team members typically take off ~3-4 weeks per year) • Volunteer Time Off • 13 scheduled holidays • 2x / year in-person team meet-ups (2-3 days, company paid) Salary Range: $90,000 - $110,000 PayNearMe strives to create a workplace where all employees thrive. Our core values represent who we are today and we take pride in the way we work with each other as well as with our stakeholders. We’re in this together to do the right thing. We deliver real results we are proud of while remaining respectful, transparent, and flexible. PayNearMe is an equal opportunity employer. We are diligently and thoughtfully working towards cultivating a diverse workforce which in turn, enhances our products and services for the communities we serve. Applicants who represent all backgrounds are strongly encouraged to apply. — Candidate information will be treated in accordance with our job applicant privacy notice found at: Assistance for Disabled Applicants Alternative formats of this Notice are available to individuals with a disability. Please let us know if you need assistance. All your information will be kept confidential according to EEO guidelines. Apply tot his job