DevOps Support Engineer
Major fintech / digital payments company · San Jose, CA
- Location
- San Jose, CA · 3 days/week onsite
- Salary band
- Band not stated
- Type
- Contract
- Level
- Senior
- Work authorization
- Not stated
Stack
Java · Python · Kubernetes · REST APIs · webhooks · SDKs · OAuth · CI/CD · Git · DevOps · incident management · monitoring · observability · automation · troubleshooting · root-cause analysis · distributed applications · ticketing systems · AI/ML · payment processing
About the role
Location: San Jose, CA – Hybrid (3 days onsite) Contract Start: ASAP Team: Sandbox Environment & Integration Support Extension Potential: Based on budget and performance Position Overview Seeking an experienced DevOps Support Engineer to support merchant integrations, troubleshoot complex technical issues, and improve operational efficiency through automation and internal tooling. This role combines hands-on technical troubleshooting, merchant integration support, incident management, and engineering automation. The ideal candidate will have strong Java or Python programming skills, Kubernetes experience, and the ability to collaborate effectively with engineering teams and business stakeholders. Key Responsibilities - Manage merchant integration support cases from intake and triage through escalation, resolution, and closure. - Troubleshoot integration issues involving REST APIs, webhooks, SDKs, payment processing, authentication, and merchant onboarding. - Identify root causes, provide technical solutions, and coordinate resolutions with Engineering, Product, Operations, and Risk/Compliance teams. - Develop and enhance internal support tools, dashboards, diagnostic utilities, and automation solutions. - Utilize logs, metrics, traces, and monitoring tools to investigate system and integration issues. - Improve operational processes, technical documentation, runbooks, and support playbooks. - Monitor system health, merchant feedback, and recurring technical issues to improve service quality. - Analyze case trends, SLA performance, and operational gaps to recommend improvements. - Explore AI-driven automation for case triage, knowledge retrieval, issue summarization, and anomaly detection. - Support continuous improvements that reduce resolution times and enhance the merchant experience. Required Qualifications - 5+ years of experience in DevOps support, technical support engineering, solutions engineering, production support, or a related technical role. - Strong programming and scripting experience with Java and/or Python. - Hands-on experience with Kubernetes (K8s) and related infrastructure or DevOps tooling. - Strong technical troubleshooting, debugging, and root-cause analysis skills. - Experience supporting APIs, integrations, and distributed applications. - Familiarity with ticketing systems, incident management, monitoring, and operational support workflows. - Understanding of the software development lifecycle (SDLC), deployment processes, and release management. - Ability to work directly with engineering teams and business stakeholders to understand technical and functional requirements. - Excellent communication, problem-solving, and cross-functional collaboration skills. - Ability to independently manage competing priorities and drive complex issues to resolution. Preferred Qualifications - Experience within fintech, payment processing, payment gateways, or merchant integration environments. - Hands-on experience with REST APIs, OAuth, webhooks, idempotency, and callback handling. - Familiarity with observability tools, including logs, metrics, traces, and application monitoring. - Experience with CI/CD pipelines, Git, and environment management. - Experience developing automation tools, scripts, dashboards, or internal support platforms. - Exposure to AI/ML or LLM-based tools used in support and operations. - Previous customer-facing technical support or merchant integration experience. Top 3 Candidate Requirements (Ranked) 1. Technical Engineering & DevOps Expertise - Strong Java and/or Python coding skills. - Hands-on Kubernetes (K8s) experience. - Experience with DevOps tools, technical troubleshooting, and automation. 2. Communication & Stakeholder Collaboration - Strong communication skills across technical and nontechnical teams. - Ability to work directly with engineering teams and business stakeholders. - Experience providing timely updates, coordinating escalations, and driving resolution. 3. Business & Product Understanding - Ability to understand product functionality and business workflows. - Strong analytical skills to identify and resolve complex technical and integration issues. - Ability to connect technical problems to business and customer impact. What Success Looks Like - Faster resolution of merchant integration support cases. - Improved troubleshooting through effective root-cause analysis and escalation management. - Increased support efficiency through automation and enhanced diagnostic tools. - Reduced recurring issues through improved documentation and operational processes. - Strong collaboration across engineering, product, and business teams. - Improved merchant onboarding and integration experience. Work Environment - Hybrid schedule: 3 days onsite in San Jose, CA. - Customer-focused, collaborative technical support environment. - Requires strong ownership, attention to detail, and the ability to remain organized under pressure. - Experience is prioritized over specific degrees or certifications.
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