DevOps Engineer

Payrate: $60.00 - $65.00/hr.
 
Summary:
We are seeking a highly skilled professional to support Company’s merchant integration cases end-to-end, drive issue resolution with cross-functional teams, and build/optimize internal tools and platforms that enhance integration support efficiency and quality. This role combines technical troubleshooting, incident/case management, and engineering to automate and scale support workflows.
 
Responsibilities

• Manage merchant integration support cases, including intake, triage, tracking, escalation, and closure, ensuring timely and high-quality resolution.
• Troubleshoot Company’s integration issues across APIs, webhooks, SDKs, payment flows, and merchant onboarding scenarios; identify root causes and provide actionable guidance.
• Collaborate with Engineering, Product, Operations, Risk/Compliance, and external stakeholders to coordinate resolution plans and drive outcomes.
• Build and enhance internal support tools, dashboards, and automation for case routing, log/trace analysis, monitoring, data extraction, and integration diagnostics.
• Improve support processes and documentation, including playbooks, runbooks, FAQs, and integration best practices for both internal and external audiences.
• Monitor system/integration health signals and merchant feedback to proactively identify recurring issues, reduce time-to-resolution, and improve merchant experience.
• Provide insights and report on case trends, SLA performance, and systemic gaps; propose and implement continuous improvements.
• Explore and apply AI/automation to improve support efficiency and quality.

 
Qualifications

• 5 years of professional experience in technical support, DevOps support, solutions engineering, or a similar role; experience in fintech/payments is strongly preferred.
• Familiarity with mainstream merchant support workflows and platforms/tools such as ticketing/case management, knowledge base systems, monitoring/alerting tools.
• Strong troubleshooting fundamentals and understanding of software development lifecycle (SDLC) and release processes.
• Coding ability in at least one language: Python or Java (able to read/write scripts or services for automation and tooling).
• Excellent cross-team communication skills; able to translate business needs into technical actions and align stakeholders on priorities.
• Strong ownership mindset: proactive, independent, and able to drive issues to resolution in ambiguous situations.
• Interest in AI and automation; experience applying AI/ML or LLM-based tools in support/operations workflows is a strong plus.

 
Skills

• Hands-on experience supporting payment gateway integrations, REST APIs, OAuth/authentication, idempotency, webhook event delivery, and callback handling.
• Familiarity with observability and diagnostics (logs, metrics, traces), and basic understanding of distributed systems.
• Experience with CI/CD pipelines, version control (Git), and environment management.

 
Pay Transparency: The typical base pay for this role across the U.S. is: $60.00 - $65.00 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 
 
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