Job description
About the position
SavvyMoney is a leading San Francisco East Bay fintech company. We provide integrated credit score and personal finance solutions to 1,600 + bank and credit union partners nationally. The SavvyMoney solutions integrate with more than 43 digital banking platforms. SavvyMoney was recently recognized by the San Francisco Business Times and the Silicon Valley Journal as one of the \"Top 25 Places to Work in the San Francisco Bay Area\" and is an Inc. 5000 Fastest Growing Company. Our corporate office is located in Dublin, CA, and we offer a hybrid work environment, allowing for a balance of weekly in-office collaboration and remote work flexibility. We are also open to highly qualified candidates on the East Coast that would work 100% Remotely. As a SavvyMoney Technical Support Engineer, you'll be the technical owner of partner-reported production issues - diagnosing problems across our integrations, driving them to resolution, and keeping partners informed along the way. You'll work directly with financial institution partners and closely with Engineering, Product, and Customer Success.
Responsibilities
Own partner-reported production issues end to end: triage, diagnose root cause, resolve or escalate, and communicate status until the issue is closed.Investigate across the stack - application logs, API traffic, database queries, and partner-side integrations spanning lending and deposit workflows.Keep partners informed with clear, timely written updates, and meet defined response and resolution targets.Monitor live integrations to catch problems before partners report them, and tune alerts and dashboards to reduce noise.Partner with Engineering and Product on issues requiring code or product changes: write reproducible bug reports and follow them to resolution.Turn recurring issues into permanent fixes - runbooks, knowledge base articles, automation, or monitoring improvements and surface underlying product gaps.Requirements
3+ years in technical support, application support, or production support for a SaaS or platform product.Hands-on troubleshooting of REST APIs and JSONProficiency with SQL for data investigation.Experience with log analysis and monitoring or observability tooling.Excellent knowledge of consumer lending and deposit banking with fluency to translate a partner's business-language description into a technical root cause.Strong verbal and written communicationComfort handling regulated consumer financial data and following established procedures for access, escalation, and documentation.Sound judgment about priorities when several issues are open at once.Nice-to-haves
Experience supporting integrations with digital banking platforms or core processorsFamiliarity with AWS or a comparable cloud platform.Troubleshooting experience with SAML SSO and TLS/SSL certificates.Testing and troubleshooting web and mobile applications.Experience with Jira Service Management or a similar ticketing platform.Scripting (Python or similar) for support automation.Bachelor's degree in Computer Science or a related technical field.Benefits
Equity Compensation PackageFlexible Time Off (FTO) - take time off as needed to rest and recharge.Medical, Dental, Vision – 100% premium paid for employeeDisability/Life InsuranceOpportunity for learning and career growth with a top Bay Area technology companyReimbursement for remote work setupMonthly stipend for phone and internetTeam building events, culture activities, all hands eventsPaid time off to volunteer and serve the communityHalf day Fridays401k matching contributionBeautiful California East Bay offices in Dublin, CA
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