Team Lead Technical Customer Support Engineer

Priority Technology Holdings, LLC• Remote, US,

3d•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

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.