Product Support Engineer

OneApp Technologies Inc.

Job Overview

Location

United States (Remote)

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the critical bridge between Engineering and Customer Experience teams to resolve production issues impacting user experience on OnePay’s integrated financial platform.
• Investigate and diagnose complex, cross-functional system issues involving internal services and third-party vendor systems using SQL queries and REST API calls to trace root causes of customer complaints.
• Implement production fixes by committing code to backend systems, primarily using Node.js and TypeScript, ensuring minimal disruption to live services.
• Leverage AI tools to identify, prototype, and deploy operational improvements that automate manual support workflows and enhance system reliability.
• Act as an engineering consultant to Operations and Customer Support teams, translating customer-reported issues into technical resolutions and automating repetitive manual tasks.
• Collaborate directly with Product and Engineering teams to understand deeply integrated systems spanning banking, high-yield savings, credit cards, point-of-sale lending, investing, and crypto functionalities.
• Interface with external vendor systems that process payments, including card networks and ACH networks, to validate transaction statuses, reconcile discrepancies, and escalate failures.
• Use shell scripting (bash, zsh, or similar) to automate data extraction, log analysis, and system health checks across AWS-hosted infrastructure.
• Document incident resolution patterns, build internal knowledge bases, and contribute to runbooks that improve team-wide incident response efficiency.
• Maintain a high standard of written communication to explain technical issues and solutions to non-technical stakeholders in Customer Experience and Operations.
• Respond rapidly to high-priority incidents with urgency, operating in a fast-paced environment where system uptime directly impacts millions of users.
• Participate in rotating on-call duties to ensure 24/7 coverage for critical production issues affecting payment processing and account access.
• Continuously improve system observability by identifying gaps in logging, monitoring, or alerting and partnering with Engineering to enhance detection capabilities.
• Prioritize tasks based on impact to users, aligning technical resolution efforts with customer experience metrics and business outcomes.
• Contribute to post-mortem analyses after major incidents to prevent recurrence, emphasizing root cause analysis over blame.
• Stay updated on changes in payment ecosystems, regulatory requirements, and fintech integrations to anticipate potential failure points.
• Proactively suggest system enhancements that reduce future support load, such as better error messaging, fallback mechanisms, or self-service user features.

🎯 Requirements

• At least 1 year of engineering experience with proficiency in at least one backend language
• Experience with SQL and REST APIs
• Excellent written communication skills for collaborating with technical and non-technical teams
• Knowledge of payment systems (e.g., card processing, ACH)
• Familiarity with AWS and shell scripting (bash, zsh, or similar)
• Interest in learning and coding in TypeScript

🏖️ Benefits

• Remote work within the United States
• Opportunity to work on a platform trusted by millions of Americans
• Backed by Walmart and Ribbit Capital, offering rare scale and distribution
• Fast-paced environment with high impact on user experience
• Exposure to embedded financial services across employers, HCM providers, and gig platforms
• Equal opportunity employer with inclusive hiring practices

Skills & Technologies

JavaScript

TypeScript

Node.js

AWS

REST

Remote

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OneApp Technologies Inc.

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About OneApp Technologies Inc.

Mobile-first platform that consolidates payments, loyalty, and merchant services into a single SDK for businesses. Offers card-linked offers, cashback programs, and real-time analytics to increase customer retention. Focuses on financial institutions, retailers, and fintechs seeking to unify consumer spending experiences across physical and digital channels.

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