Team Lead Technical Customer Support Engineer

Job title: Team Lead - Technical Customer Support Engineer

Reports to: Sr Director, Engineering 

Division: Central Services

Location: Remote

Grade: 19

About Priority: 

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter. 

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities. 

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive. 

About the Role: 

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. 

Candidate Requirements: 

Required: 

• 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. 
  

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. 

Compensation and Benefits: 

Compensation range: $92k-$121k 

We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work. 

Financial Wellness

● Bonus programs 

● 401(k) match 

● Employee Stock Purchase Program (ESPP) 

● HSA and FSA options 

● Financial wellness resources and employee discount programs 

Health & Well-being 

● 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) 

Time Off 

● 3 weeks PTO to start, with unlimited PTO after year one 

Growth & Development 

● Education expense reimbursement 

● Leadership development programs 

● Certified Payments Professional (CPP) certification support 

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind. 

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.