Merchant Technical Support - Jr Manager

About this role

Xendit is an enterprise payments platform powering complex financial operations across Southeast Asia and global markets. We provide a unified API layer combining payment processing, global payouts, localized FX, identity compliance, and fraud protection. As a trusted financial partner backed by top-tier global investors, Xendit processes high-throughput transaction flows for leading global platforms including Meta, Traveloka, ByteDance, Wise, and Grab, building resilient payment infrastructure to drive regional commerce forward.

About the Job

As a key technical leader, you will drive customer trust and company growth by bridging Operations, Product, and Engineering to solve our most complex technical escalations. In this role, you will own high-impact incident management, establish robust troubleshooting standards, and turn recurring operational challenges into scalable, automated solutions. Facing the fast-paced challenge of resolving critical merchant issues, your leadership will optimize operational efficiency, elevate team capabilities, and directly shape product improvements to support our long-term scale.

Minimum Qualifications

• 5+ years of experience in technical support, product support, software engineering, solutions engineering, or a related technical domain, with demonstrated experience handling complex technical issues and customer-impacting incidents.

• Proven experience leading people, teams, or complex technical/operational programs, with the ability to coach team members, manage performance, and drive accountability.

• Strong technical understanding of software products and systems, including experience with areas such as APIs, system integrations, databases, scripting/automation, troubleshooting, or software development. Candidates with hands-on experience in technical leadership, or similar technical roles are highly valued.

• Strong experience in structured troubleshooting, root cause analysis, incident investigation, and identifying scalable solutions to prevent recurring technical issues.

• Excellent communication and stakeholder management skills, with the ability to translate complex technical concepts into clear and actionable information for both technical and non-technical audiences.