Bastion

• Build scalable finance systems, processes, and infrastructure • Own the numbers from month-end close to regulatory filings and financial models • Drive strategic financial planning and build FP&A capabilities • Partner with leadership on impactful business decisions

Role Description We're hiring a Technical Account Manager to own the client experience from first integration through ongoing scale. This role is the bridge between Bastion's product and the companies building on our infrastructure. - Ensure new clients get live quickly. - Keep existing clients informed and unblocked. - Allow product and engineering teams to focus on building rather than fielding one-off implementation questions. This role sits within the product team, reporting to Roland Mansilla, Head of Product. You'll work across nearly every function — product, engineering, compliance, and commercial — but your home base is product. - Technical extension of the product team. - SQL-savvy and comfortable with APIs. - Able to fix confusing documentation directly. - Capable of building lightweight automation with Bastion's internal tools. - Diagnose integration issues and communicate effectively with engineering teams. You take ownership of the technical onboarding and lifecycle experience, operating across two lanes: - Ensure new clients onboard with zero engineering effort per integration. - Keep existing clients informed, updated, and supported through API changes, doc updates, and evolving product capabilities. While we have a strong preference for the role to be based out of New York City, we are open to remote candidates across the United States. Work to Be Done We want to give you a directional look into the first 30, 90, and 180 days on the job. - First 30 days: Learn the product deeply, own your first client onboarding. - By 90 days: Own the full onboarding pipeline and client lifecycle communications. - By 180 days: Scale the client experience and shape the function. First 30 Days - Learn the product deeply through sandbox integration and live documentation review. - Shadow 2-3 active client onboardings to understand current handoff points. - Own your first non-enterprise client onboarding end-to-end. - Audit existing technical documentation and client-facing materials. - Map current-state ownership of every client touchpoint. Outcomes: - One client onboarded with you as the primary point of contact. - A clear, written map of client lifecycle touchpoints. - At least two documentation improvements shipped. By 90 Days - Run all non-enterprise client onboardings independently. - Build and own the proactive client communication system. - Partner with the compliance team to streamline the onboarding flow. - Support pre-sale technical evaluations alongside the commercial team. - Identify patterns in client integration issues and feed them back to product. Outcomes: - Onboarding time for new clients measurably shorter than the current baseline. - Product and engineering leaders are out of routine client onboarding conversations. - A proactive communication cadence is running. By 180 Days - Manage a growing portfolio of client relationships. - Build tooling and automation for onboarding and lifecycle management. - Help define the long-term shape of the TAM function. - Become the trusted representative of Bastion's technical capabilities. Outcomes: - A scalable onboarding and lifecycle system. - A functioning client support platform. - Clear recommendation on how the solutions function should evolve. Some Challenges You Might Tackle - Rolling out a breaking API change to active clients. - Redesigning the KYB onboarding flow. - Synthesizing client onboarding data into clear insights. - Building a lightweight internal dashboard for real-time visibility. - Translating technical integration requirements into product feature requests. - Diagnosing integration issues under tight deadlines. Equal Employment Opportunity Bastion provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• Shape and guide brand positioning and messaging • Own earning press coverage and prepare executives for speaking opportunities • Build relationships at conferences and run targeted campaigns • Collaborate with the Commercial team to understand sales cycles

• Build scalable finance systems, processes, and infrastructure • Own the numbers end to end, from month-end close to regulatory filings • Drive strategic financial planning and allocate capital • Partner with leadership on critical business decisions.

Role Description We're looking for a Head of Customer Support to build and lead customer support across Bastion's partner ecosystem. Our partners include some of the largest consumer technology and financial services companies in the world, each with millions of end users. When those users have issues with Bastion-powered features, the support experience needs to be fast, accurate, and scalable. You're the person responsible for making that happen. This role sits at the intersection of partner operations, support strategy, and AI-powered tooling. You'll define what Bastion's support obligations look like across each partnership, design the support model, and own the operational infrastructure that holds it all together. Early on, you'll be hands-on: fielding partner escalations, learning the product deeply, and building the documentation and frameworks that everything else depends on. The reason we need a leader is that the scale and complexity of what's coming requires someone who has operated support at volume, managed outsourced teams, selected and implemented AI-powered CX tooling, and seen support models with different structures and expectations. While we have a preference for the role to be based in NYC, we are open to candidates working remotely throughout the US. Work to Be Done Instead of a list of requirements, we want to give you a directional look into the first 30, 90, and 180 days on the job. We are a startup, so the pace is fast and the specific work will change. People who thrive here are finding ways to contribute in their first week, and fully productive in their third month. You need to be okay with that. First 30 days: Learn the product, understand the partner landscape, and start handling support - Get hands-on with Bastion's platform — understand the product deeply enough to diagnose and triage partner issues without relying on others for every question. - Begin handling partner escalations directly, working alongside team members currently managing support to absorb context and build relationships with partner teams. - Audit the current state of support: what's documented, what's not, where issues get stuck, what patterns emerge in escalations, and where the boundary between Bastion's scope and partner scope is unclear. - Review Bastion's contractual support obligations (MSAs, SLAs) across existing partnerships to understand what we're committed to and where there are gaps. - Evaluate the support tooling landscape — with a strong bias toward AI-first platforms that can learn from your knowledge base and automate Tier 0/Tier 1 triage over time. Outcomes - You are fielding partner escalations and resolving straightforward issues independently. - A clear map of recurring issue types, resolution paths, scope boundary gaps, and volume patterns. - An initial assessment of support capacity needs based on current and projected partner volume. By 90 days: Own the support function and build the operating system - You are the primary point of contact for partner support, handling escalations end-to-end and routing to engineering and product only when genuinely necessary. - Build and ship the scope boundary framework — a clear, documented decision model that defines what's in Bastion's scope vs. partner scope for each partnership, and use it to hold partner teams accountable to appropriate escalation behavior. - Stand up the knowledge base: document resolution paths for the top issue types, create internal troubleshooting guides, and structure all of it for both human and AI consumption. - Establish SLA tracking and reporting — measure first response time, resolution time, and escalation rates, and use data to identify where the process breaks. Outcomes - Partners experience consistent, timely support with clear SLAs being met. - A functioning knowledge base that reduces repeat escalations and enables AI-assisted triage. By 180 days: Scale support across partnerships - Design and execute the BPO strategy — identify, evaluate, and onboard an outsourced support partner to handle Tier 1 volume, with you managing quality, training, and escalation protocols. - Build the support model for Bastion's next major partnership launch — you'll need to define support scope, capacity plan for projected volume, train the partner's support team, and ensure Bastion's infrastructure is ready before go-live. - Optimize the balance between AI-automated resolution and human-handled support — your north star is white-glove quality at scale, not just deflection rate. - Build a voice-of-customer feedback loop that routes product insights, documentation gaps, and recurring pain points to product and engineering in a structured, actionable format. Outcomes - Support volume is distributed across AI-powered automation, a BPO partner, and your direct handling of complex escalations — each layer doing what it's best at. - SLAs are consistently met across all coverage windows and partnerships. - A repeatable playbook exists for onboarding new partners into Bastion's support model. - Product and engineering teams cite your feedback loop as a meaningful input to their prioritization. Some challenges you might tackle - Designing support across partners with very different structures. - Capacity planning when volume is unknown. - Balancing automation and white-glove service. - Building documentation that scales across audiences. - Navigating financial services regulatory requirements. Equal Employment Opportunity Bastion provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and placement. Bastion participates in E-Verify to authorize eligibility of employment in the United States.

• Build and lead customer support across Bastion's partner ecosystem • Define support obligations across partnerships • Field partner escalations and learn deeply about the product • Audit support state and evaluate support tooling landscape • Own support function and build operating system • Design and execute BPO strategy for Tier 1 volume

• Learn the infrastructure, ship confidently • Ship a small infrastructure improvement: Terraform module refactor, monitoring enhancement, or CI/CD optimization • Strengthen system reliability with better metrics, alerts, autoscaling policies, and failure recovery mechanisms • Lead a platform-wide initiative: single immutable image pipeline, infrastructure standardization, database performance optimization, or security hardening • Partner with engineering, security, and compliance teams to make pragmatic tradeoffs on reliability, cost, and regulatory requirements

Role Description We are looking for a Backend Engineer to join our engineering team and build the core infrastructure that powers our stablecoin platform. In this role, you'll design and ship services that handle custody, transfers, issuance, and compliance workflows—systems that process real money and require exceptional reliability and security. You'll work within one of our product verticals (Custody, On/Off Ramps, Issuance, or Shared Services), collaborating closely with product managers, compliance, and other engineers. Our teams are small and cross-functional, which means your work ships fast and has direct impact on customers and partners. This is an opportunity to build financial infrastructure at a 30+ person company where ownership is real. We're remote-first, async-by-default, and expect engineers to take initiative—whether that's shipping features, improving observability, or strengthening the codebase. If you want to work on hard problems in a regulated domain where your contributions matter immediately, we'd love to talk. We have an office in NYC with a very flexible hybrid working environment, but are also open to remote employees in the US. Work to Be Done Instead of a list of requirements, we want to give you a directional look into the first 30, 90, and 180 days on the job. - First 30 days: Learn the rails, ship confidently - Ramp on service layout, CI/CD, observability, engineering conventions and practices - Ship a small feature slice or quality-of-life improvement in one service - Add tests, dashboards, or runbook notes for the areas you touch - By 90 days: Own a service surface and raise the bar - Take ownership of a service or capability across our product, with an eye toward issuance-readiness - Lead a medium-scope project: eg. updating an API contract, implementing a partner integration, or improving robustness of a critical path - Strengthen reliability with better logging, tracing, alerts, and failure handling - By 180 days: Drive cross-service impact - Lead a cross-service initiative, such as an API versioning plan, a data model migration, or a compliance-driven workflow change - Shape technical direction with design docs and mentoring - Partner with product and compliance to make pragmatic, regulation-aware tradeoffs Some problems you might work on - Designing stable, evolvable APIs for custody, transfers, or issuance without breaking downstream clients - Building idempotent job flows for high-throughput transfers with strong audit trails - Hardening key operations using hardware-backed isolation and robust key policies - Improving p95 latency through query tuning, caching, or backpressure strategies Our typical stack - Languages: Go and TypeScript/Node.js; some services in Rust as needed - Service patterns: gRPC and REST; GraphQL/tRPC at the edge for frontend BFFs - Data and async processing: Postgres, Redis, Kafka - Workflow Management: Temporal - Infra: AWS, containers, Kubernetes, Terraform; hardware-backed key isolation with Nitro Enclaves for sensitive operations - Observability and ops: Datadog, Grafana, Sentry, Incident.io

Role Description We're looking for a Head of Customer Operations to build and lead customer support across Bastion's partner ecosystem. Our partners include some of the largest consumer technology and financial services companies in the world, each with millions of end users. When those users have issues with Bastion-powered features, the support experience needs to be fast, accurate, and scalable. You're the person responsible for making that happen. This role sits at the intersection of partner operations, support strategy, and AI-powered tooling. You'll define what Bastion's support obligations look like across each partnership, design the support model, and own the operational infrastructure that holds it all together. Early on, you'll be hands-on: fielding partner escalations, learning the product deeply, and building the documentation and frameworks that everything else depends on. The reason we need a leader is that the scale and complexity of what's coming requires someone who has operated support at volume, managed outsourced teams, selected and implemented AI-powered CX tooling, and seen support models with different structures and expectations. While we have a preference for the role to be based in NYC, we are open to candidates working remotely throughout the US. Work to Be Done - First 30 days: Learn the product, understand the partner landscape, and start handling support - Get hands-on with Bastion's platform — understand the product deeply enough to diagnose and triage partner issues without relying on others for every question - Begin handling partner escalations directly, working alongside team members currently managing support to absorb context and build relationships with partner teams - Audit the current state of support: what's documented, what's not, where issues get stuck, what patterns emerge in escalations, and where the boundary between Bastion's scope and partner scope is unclear - Review Bastion's contractual support obligations (MSAs, SLAs) across existing partnerships to understand what we're committed to and where there are gaps - Evaluate the support tooling landscape — with a strong bias toward AI-first platforms that can learn from your knowledge base and automate Tier 0/Tier 1 triage over time - By 90 days: Own the support function and build the operating system - You are the primary point of contact for partner support, handling escalations end-to-end and routing to engineering and product only when genuinely necessary - Build and ship the scope boundary framework — a clear, documented decision model that defines what's in Bastion's scope vs. partner scope for each partnership, and use it to hold partner teams accountable to appropriate escalation behavior - Stand up the knowledge base: document resolution paths for the top issue types, create internal troubleshooting guides, and structure all of it for both human and AI consumption - Establish SLA tracking and reporting — measure first response time, resolution time, and escalation rates, and use data to identify where the process breaks - By 180 days: Scale support across partnerships - Design and execute the BPO strategy — identify, evaluate, and onboard an outsourced support partner to handle Tier 1 volume, with you managing quality, training, and escalation protocols - Build the support model for Bastion's next major partnership launch — you'll need to define support scope, capacity plan for projected volume, train the partner's support team, and ensure Bastion's infrastructure is ready before go-live - Optimize the balance between AI-automated resolution and human-handled support — your north star is white-glove quality at scale, not just deflection rate - Build a voice-of-customer feedback loop that routes product insights, documentation gaps, and recurring pain points to product and engineering in a structured, actionable format Outcomes - Support volume is distributed across AI-powered automation, a BPO partner, and your direct handling of complex escalations — each layer doing what it's best at - SLAs are consistently met across all coverage windows and partnerships - A repeatable playbook exists for onboarding new partners into Bastion's support model - Product and engineering teams cite your feedback loop as a meaningful input to their prioritization Some challenges you might tackle - Designing support across partners with very different structures - Capacity planning when volume is unknown - Balancing automation and white-glove service - Building documentation that scales across audiences - Navigating financial services regulatory requirements Company Description Bastion builds regulated financial infrastructure for modern businesses. Bastion's full stack product suite covers stablecoin issuance, custodial wallet infrastructure, and global asset conversion rails, with the flexibility to deploy individual capabilities or combine them end-to-end. Bastion's regulated foundation underpins a compliance-first approach to risk management, ensuring the integrity and security of all financial activity within its systems. Bastion holds the appropriate licenses for its own operations, but can also act as a service provider, offering compliance and financial operations support under our customers’ licenses.

• Learn service layout, CI/CD, observability, and engineering conventions • Ship features or improvements in services • Own a service surface and lead key projects • Drive cross-service initiatives and shape technical direction