Merchant Technical Support - Jr Manager

Xendit · Jakarta, Indonesia

  • Junior
  • Full-time
  • Posted 2026-09-01
  • Confirmed live on 25 September 2026

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Job description

Xendit provides payment infrastructure across Southeast Asia and is expanding to Greater China and LATAM. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.

Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We’re proud to be featured on among the fastest growing companies by Y-Combinator.

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.

• Strong ownership mindset and ability to operate effectively in a fast-paced environment, prioritizing customer impact, business needs, and operational risks.

Preferred Qualifications

• Previous experience in Fintech, Payments, Banking, SaaS, or other technology-driven industries, with a strong understanding of payment flows, transaction life cycles, APIs, integrations, and industry-specific considerations.

• Previous experience as a Product Manager, Technical Lead, Software Engineer Lead, Solutions Engineer Lead, or similar role, providing strong exposure to product development and technology processes.

• Hands-on experience with automation, scripting, API integration, data analysis, or software development, with the ability to identify opportunities to automate repetitive operational processes.

• Experience building or improving technical support functions, L2 support models, incident management processes, escalation frameworks, or technical troubleshooting methodologies.

• Experience designing and maintaining knowledge bases, SOPs, technical documentation, troubleshooting guides, and other scalable knowledge-sharing mechanisms.

• Experience using data and operational insights to identify systemic customer issues and influence product improvements, bug prioritization, or feature development.

• Experience working with external merchants, partners, or enterprise customers in a technical support, customer success, solutions, or consulting capacity.

• Experience driving large-scale operational improvement initiatives that resulted in measurable improvements in customer experience, service quality, resolution time, productivity, or operational efficiency.

Responsibilities

Technical Leadership & Incident Management

• Own Complex Technical Escalations: Serve as the senior escalation point for complex merchant technical issues, leading structured investigation, troubleshooting, root cause analysis, and resolution across multiple systems or teams.

• Drive Incident Resolution: Coordinate with Engineering, Product, and Operations during high-impact incidents to ensure timely resolution, clear communication, appropriate prioritization, and effective customer impact mitigation.

• Identify Systemic Issues: Analyze recurring technical issues and incident patt

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