Provides Tier 2 technical support for configuration, integration, environment, database, API, and data issues. Investigates and resolves client tickets, troubleshoots SQL and API problems, supports go-lives and upgrades, escalates code defects to Engineering, maintains SLA-driven queues in Salesforce Service Cloud, mentors Tier 1 staff, identifies recurring issues, and contributes to support tooling and documentation improvements.

Owns the roadmap, problem definition, business cases, prioritization, and delivery for a core fintech platform area. Partners with product owners, engineering, data science, marketing, sales, clients, and support to develop scalable, data- and AI-driven capabilities. Monitors adoption, time-to-value, and retention, supports go-to-market activities, incorporates customer feedback, and addresses regulatory and compliance requirements.

Own defined areas of a fraud and disputes SaaS product. Partner with Product, Engineering, and delivery teams to write and groom user stories, define acceptance criteria, manage scope, and support timely releases. Serve as a subject matter expert, provide training, participate in Scrum ceremonies, and ensure features comply with Regulation E, Regulation Z, and card network rules.