Technical Support Engineer (Dublin, CA or East Coast)

Responsibilities

• you'll be the technical owner of partner-reported production issues - diagnosing problems across our integrations, driving them to resolution, and keeping partners informed along the way. You'll work directly with financial institution partners and closely with Engineering, Product, and Customer Success.
• Own partner-reported production issues end to end: triage, diagnose root cause, resolve or escalate, and communicate status until the issue is closed.
• Investigate across the stack - application logs, API traffic, database queries, and partner-side integrations spanning lending and deposit workflows.
• Keep partners informed with clear, timely written updates, and meet defined response and resolution targets.
• Monitor live integrations to catch problems before partners report them, and tune alerts and dashboards to reduce noise.
• Partner with Engineering and Product on issues requiring code or product changes: write reproducible bug reports and follow them to resolution.
• Turn recurring issues into permanent fixes - runbooks, knowledge base articles, automation, or monitoring improvements and surface underlying product gaps.

Requirements

• 3+ years in technical support, application support, or production support for a SaaS or platform product.

Hands-on troubleshooting of REST APIs and JSON

• Proficiency with SQL for data investigation.
• Experience with log analysis and monitoring or observability tooling.
• Excellent knowledge of consumer lending and deposit banking with fluency to translate a partner's business-language description into a technical root cause.

Strong verbal and written communication

• Comfort handling regulated consumer financial data and following established procedures for access, escalation, and documentation.
• Sound judgment about priorities when several issues are open at once.

Preferred

• Experience supporting integrations with digital banking platforms or core processors
• Familiarity with AWS or a comparable cloud platform.
• Troubleshooting experience with SAML SSO and TLS/SSL certificates.
• Testing and troubleshooting web and mobile applications.
• Experience with Jira Service Management or a similar ticketing platform.
• Scripting (Python or similar) for support automation.
• Bachelor's degree in Computer Science or a related technical field.

Base salary

• The annual base salary for this position is $105,000.00 to $115,000.00 based on experience and experience and location.
• Additionally we provide

Equity Compensation Package

• Flexible Time Off (FTO) - take time off as needed to rest and recharge.
• Medical, Dental, Vision – 100% premium paid for employee

Disability/Life Insurance

• Opportunity for learning and career growth with a top Bay Area technology company
• Reimbursement for remote work setup
• Monthly stipend for phone and internet

Team building events, culture activities, all hands events

• Paid time off to volunteer and serve the community
• Half day Fridays
• 401k matching contribution
• Beautiful California East Bay offices in Dublin, CA

SavvyMoney’s EEO Statement

SavvyMoney relies on diversity of culture and thought to deliver on our goal of Creative People, Practical solutions serving our client needs, and ensures nondiscrimination in all programs and activities. We continuously seek talented, qualified employees in our operations regardless of race, color, sex/gender, including gender identity and expression, sexual orientation, pregnancy, national origin, religion, disability, age, marital status, citizen status, protected veteran status, or any other protected classification under country or local law. SavvyMoney is proud to be an Equal Employment Opportunity/ Affirmative Action Employer.

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