Role Description This role plays a critical part in ensuring partners successfully integrate with and operate on our platform by leading a team responsible for API onboarding, technical support, and integration reliability. The position requires strong technical expertise, leadership capability, and a deep understanding of distributed systems and API-driven architectures. You’ll collaborate closely with Product, Engineering, Solution Architects, and Customer teams to deliver a seamless and high-quality partner experience. This is a high-impact opportunity to improve partner onboarding, strengthen system reliability, and build a best-in-class technical support engineering function that directly impacts customer trust and revenue growth. Responsibilities - Leads and develops a team of Technical Customer Support Engineers focused on API onboarding, integration support, and partner success. - Establishes team processes, SLAs, and support workflows to ensure timely, high-quality resolution of partner issues. - Owns the end-to-end partner technical support experience, ensuring fast, accurate, and consistent resolution of API and integration issues. - Drives a “white glove” support model for partners, emphasizing responsiveness, clarity, and technical excellence. - Provides hands-on technical leadership in diagnosing and resolving complex API, integration, and system issues. - Acts as an escalation point for high-severity or complex partner issues, maintaining ownership through resolution. - Builds deep expertise across APIs, authentication mechanisms, data flows, and integration patterns to guide the team and partners effectively. - Ensures the team can troubleshoot across distributed systems using logs, metrics, and traces. - Partners closely with Product Managers and Product Designers to ensure APIs are intuitive, reliable, and aligned with customer workflows. - Collaborates with Engineering teams to escalate issues, identify root causes, and drive systemic improvements. - Establishes feedback loops from partner issues into Product and Engineering to improve API design, documentation, and system reliability. - Identifies recurring issues and drives initiatives to eliminate root causes rather than repeatedly addressing symptoms. - Oversees the creation and maintenance of high-quality API documentation, troubleshooting guides, and knowledge base content. - Ensures documentation reflects real-world integration challenges and best practices. - Defines and tracks operational metrics such as response times, resolution times, partner satisfaction, and integration success rates. - Uses data to continuously improve team performance, partner experience, and system reliability. - Drives adoption of AI-enabled support workflows, including automated triage, issue summarization, and debugging assistance. - Ensures AI is used responsibly to improve speed and quality without sacrificing accuracy. - Partners with Solution Architects and Professional Services to ensure seamless transition from onboarding to long-term partner success. - Ensures alignment across pre-sales, implementation, and post-sales technical support. What Success Looks Like - Partners experience fast, reliable, and high-quality technical support during onboarding and ongoing integration. - API integrations are completed more quickly, with fewer blockers and higher success rates. - The team consistently meets or exceeds SLAs for response time, resolution time, and partner satisfaction. - Support interactions are clear, technically accurate, and build trust with partners. - Complex technical issues are resolved efficiently, with clear root cause identification and communication. - Escalations are handled effectively, with strong coordination across Engineering and Product. - Recurring issues are systematically identified and reduced through product, documentation, or platform improvements. - Feedback from support directly improves API usability, reliability, and developer experience. - Documentation and knowledge resources are comprehensive, accurate, and actively used by partners and internal teams. - Partner onboarding becomes more self-service over time due to improved documentation and tooling. - The team demonstrates strong technical depth, ownership, and continuous improvement in both support quality and engineering practices. - AI-enabled workflows improve support efficiency, without compromising quality or customer trust. Qualifications - 6+ years of experience in software engineering, API support engineering, or technical customer support engineering. - 2+ years of experience leading or mentoring engineers in a technical support or platform environment. - Strong understanding of API design, RESTful services, authentication (OAuth, API keys), and integration patterns. - Proven experience troubleshooting complex distributed systems using logs, metrics, and tracing tools. - Strong understanding of modern software systems, including backend services, data flows, and system dependencies. - Ability to diagnose and resolve issues across multiple layers (application, API, infrastructure, data). - Experience working closely with engineering teams to debug production issues and drive root cause resolution. - Strong understanding of observability practices, including monitoring, alerting, and incident response. - Experience defining and improving operational processes, SLAs, and support workflows. - Ability to measure and improve team performance using data and metrics. - Strong communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences. - Proven ability to build trust with external partners and internal stakeholders. - Experience collaborating with Product Managers and Product Designers to improve developer experience and product usability. - Strong ownership mindset with a focus on outcomes, customer experience, and continuous improvement. - Experience leveraging AI-assisted tools to improve debugging, support workflows, or engineering productivity. Preferred - Experience in fintech, payments, lending, or other regulated financial systems. - Experience supporting external APIs or developer platforms at scale. - Experience building or contributing to internal tools for support automation or developer experience. - Familiarity with cloud platforms (e.g., AWS, GCP, Azure) and modern infrastructure environments. - Experience working with integration partners, ISVs, or enterprise customers. - Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience. Benefits - Compensation range: $92k-$121k - Bonus programs - 401(k) match - Employee Stock Purchase Program (ESPP) - HSA and FSA options - Financial wellness resources and employee discount programs - Medical, dental, and vision coverage - Mental health support for employees and dependents through Lyra Health - Family planning and women’s health benefits through Carrot - Gym membership reimbursement and virtual wellness programs (including yoga) - 3 weeks PTO to start, with unlimited PTO after year one - Education expense reimbursement - Leadership development programs - Certified Payments Professional (CPP) certification support Work Environment & Culture We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie. Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results. Traditional Physical Requirements - Requires prolonged sitting, standing, bending, stooping and stretching. - Requires the ability to lift 10 pounds. - Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction). Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.

• Participate in after hours on call rotation including evenings and weekends. • Serve as the first point of contact for all incoming help desk requests, performing initial triage, troubleshooting, and resolution or escalation. • Monitor and analyze system logs, alerts, and telemetry to proactively identify and address potential failures before they impact operations. • Develop, maintain, and track outage logs capturing incident details, root causes, corrective actions, and resolution times. • Prepare and deliver resolution reports documenting outages, corrective measures, and lessons learned. • Conduct root cause and impact analysis of all significant outages and submit detailed reports to program management and stakeholders. • Interface directly with end users and stakeholders to provide real time monitoring, troubleshooting, and issue resolution. • Log, track, and document all help desk requests with sufficient detail to support root cause analysis, service level reporting, and performance tracking. • Perform monthly performance analysis of help desk operations, including response times, resolution rates, and stakeholder satisfaction metrics. • Identify trends and recurring issues through ongoing analysis of help desk data and provide recommendations for corrective actions, system improvements, and preventive measures. • Provide continuous service improvement support including recommending and implementing best practices, automation opportunities, and process enhancements to reduce downtime and improve response efficiency. • Provide quarterly summaries of help desk request logs and workload summaries.

• Join the security services team at Sayers Technology Holdings INC as an experienced Check Point Support Engineer • Operate independently in production environments • Think critically under pressure and drive issues to root cause • Connect with clients as a Level 3 engineer from the start • Troubleshoot complex issues while maintaining a high standard of client service

Role Description We’re looking for a Customer Support Engineer to own technical support for developers and product teams using Runware’s AI inference platform. This role focuses on diagnosing and resolving technical issues, supporting API integrations, and acting as a key escalation point between customers, engineering, and upstream providers. The role is critical to maintaining platform reliability, customer trust, and a high-quality support experience at scale. - Act as the primary technical escalation point for customer support issues related to API usage, model behavior, performance, and reliability. - Troubleshoot complex technical problems across the full request lifecycle (client → API → model provider → response). - Investigate logs, metrics, and error traces to identify root causes and reproduce issues where needed. - Coordinate closely with engineering during incidents, bugs, or performance degradations. - Communicate clearly and calmly with customers during incidents, including status updates and resolution summaries. - Help customers understand platform behavior, limitations, and best practices. - Contribute to support documentation, troubleshooting guides, and internal playbooks. - Identify recurring issues, perform root-cause analysis, and proactively propose improvements to tooling, processes, documentation, or (where appropriate) contribute small fixes to reduce repeat issues. - Stay up to date on supported models, provider changes, and platform capabilities to guide customers appropriately. - Work closely with Engineering, Product, Customer Success, and Partnerships to resolve issues and translate customer feedback into actionable technical insights. Qualifications - Experience in Technical Support, Support Engineering, Solutions Engineering, SRE, or similar technical customer-facing roles. - Comfortable working with APIs, JSON responses, error codes, and technical debugging. - Strong ability to reason about distributed systems, latency, retries, and failure modes. - Calm, structured communicator in high-pressure or incident scenarios. - Comfortable working directly with customers on technical issues without overpromising. - Highly organized and able to manage multiple support threads and escalations in parallel. - Strong written and verbal communication skills (Slack-first, async clarity). - Strong sense of ownership - takes responsibility for issues end-to-end and drives them to resolution rather than handing them off. - Demonstrated ability to go beyond ticket handling and improve systems, processes, or documentation over time. Requirements - Demonstrated ownership mindset, including (but not limited to): - Surfaces recurring technical issues and works with engineering to address root causes. - Improves troubleshooting flows, documentation, or tooling to reduce repeat incidents. - Thinks in terms of system reliability and customer impact, not just individual tickets. - Comfortable operating in an environment where processes are evolving and not fully defined. - Strong differentiators: - Prior experience in AI / ML platforms, infrastructure, or developer tooling. - Familiarity with image, video, audio, or inference workloads. - Experience debugging issues involving upstream providers or external dependencies. - Has worked across time zones or in follow-the-sun support models. - Comfortable discussing trade-offs (performance vs. cost vs. reliability). - Experience supporting high-availability or usage-based, consumption-driven platforms. Technical Environment (Exposure-Level) - Customer communication: Slack (primary), email, Zoom / Meet - CRM / CS tools: HubSpot, Salesforce, Intercom, Zendesk, or similar - Usage & monitoring: dashboards, logs, metrics (e.g. Datadog, Grafana, internal tools) - Documentation: Notion, Confluence, GitHub docs, Markdown - Ticketing / incident workflows: Linear, Jira, GitHub Issues, PagerDuty-style processes Benefits - Generous paid time off – vacation, sick days, public holidays - Meaningful stock options – share in the upside you create - Remote-first setup – work from home anywhere we can employ you - Flexible hours – own your schedule outside core collaboration blocks - Family leave – paid maternity, paternity, and caregiver time - Company retreats – twice-yearly gatherings in inspiring locations