Senior Technical Support Engineer

MeridianLink, Inc.

Job Overview

Location

US Remote

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the final escalation point within Customer Support for the most technically complex and ambiguous issues, owning resolution end-to-end including communication with internal teams and clients
• Triage and deflect inbound Jira tickets incorrectly routed to Product and Development by performing root cause analysis through log analysis, database queries, and code inspection
• Execute targeted SQL queries against client and application databases to diagnose data integrity issues, validate system behavior, and identify discrepancies reported by clients or Tier 1/2 teams
• Analyze application logs, API call logs, and integration event traces to reconstruct failure scenarios, isolate root causes, and produce clear technical summaries for Engineering and Product teams
• Read and interpret source code in C#, SQL, JavaScript, Java, and Python to understand system behavior, validate expected outcomes, and identify defects or unintended logic without developer assistance
• Author detailed, structured Jira tickets for genuine escalations to Product or Engineering, including reproduction steps, log excerpts, database findings, and a summary of support investigation performed
• Partner with Product Management and Engineering to communicate the support impact of known defects, advocate for prioritization of client-affecting bugs, and track resolution timelines
• Develop and maintain deep subject matter expertise across MeridianLink’s product suite including LOS, consumer banking, and third-party integration frameworks such as Authorize.net, Nautilus, and core banking connectors
• Lead internal knowledge transfer sessions for Support teams on newly released features, known defects, and technical workarounds; contribute to and review knowledge base articles for technical accuracy
• Participate in after-hours emergency on-call rotation for critical production issues
• Mentor Tier 1 and Tier 2 Software Support Analysts to build team diagnostic capability and reduce escalation volume over time
• Represent Support in cross-functional technical reviews, sprint planning sessions, and Product roadmap discussions as the voice of the client and support organization
• Support warm handoff transitions from Professional Services engagements to ensure technical continuity as clients move into steady-state support
• Contribute to team and organizational KPIs including deflection rate, escalation quality, and time-to-resolution on Tier 3 cases
• Perform other projects and duties as assigned

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related technical field OR equivalent hands-on experience in software support, QA, or a development-adjacent role
• 5+ years of experience in technical support with minimum 2 years in Tier 2 or Tier 3 capacity within a SaaS or fintech environment
• Proficient in SQL with demonstrated ability to write and execute complex diagnostic queries; experience with SQL Server preferred
• Demonstrated ability to read and navigate application code in C#, Java, Python, or similar languages to understand business logic and identify defect candidates
• Experience analyzing application logs, API payloads, and event streams to reconstruct failure sequences and identify root causes
• Working knowledge of credit application, loan origination, underwriting, and core banking processes as they relate to MeridianLink product behavior

🏖️ Benefits

• Remote work within the United States
• On-call compensation for emergency production issue coverage
• Opportunities to mentor junior support staff and grow leadership skills
• Direct influence on product prioritization through client-advocacy in Engineering and Product meetings

Skills & Technologies

Python

JavaScript

Java

Senior

Remote

Degree Required

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MeridianLink, Inc.

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About MeridianLink, Inc.

MeridianLink provides cloud-based software for banks, credit unions, and mortgage lenders to manage loan origination, account opening, credit reporting, and deposit products. The platform automates underwriting workflows, integrates with credit bureaus and core banking systems, and offers analytics for risk management and regulatory compliance. Customers use the APIs and configurable modules to streamline consumer, small-business, and mortgage lending operations while ensuring data security and audit standards.

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