Technical Services Lead

Location: Hybrid in New York City (3 day in-office requirement)

Qualifications:

• 5+ years of experience in technical support, production engineering, or similar roles, preferably in a SaaS environment.
• Proven team leadership experience, with a track record of leading small teams to deliver results.
• A self-starter with strong problem-solving skills, the ability to work independently, and a “big picture” perspective.
• Strong troubleshooting and debugging skills with web applications, databases, and distributed systems.
• Proficiency in SQL for data analysis and problem-solving.
• Experience with monitoring/logging tools such as Datadog or similar platforms.
• Familiarity with ticketing systems (Jira) .
• Familiarity with incident management processes.
• Excellent communication and interpersonal skills.
• Ability to work independently, make decisions, and think strategically in a fast-paced environment.

Bonus points:

• Exposure to AWS serverless architecture and CloudWatch is a plus.
• Knowledge of web technologies: HTML, JavaScript, and REST APIs is a plus.

A day in the life and how you’ll make an impact:

• Lead a team of 3 Technical Support Engineers in resolving complex technical issues, ensuring high-quality solutions with minimal escalation to R&D.
• Be hands-on in troubleshooting and resolving complex customer issues related to our product and platform, leveraging your expertise in analyzing and resolving system-level problems.
• Prioritize and manage incoming tickets from Tier 2 support, focusing on critical and time-sensitive issues while maintaining a broad, systemic view.
• Take a proactive approach to identifying recurring issues, analyzing root causes, and implementing solutions to prevent future occurrences.
• Troubleshoot and debug system-level problems using tools like Datadog, SQL, and other monitoring/logging platforms.
• Proactively monitor production systems, investigate alerts, and develop new monitoring solutions as needed.
• Manage incidents in production, ensuring efficient coordination, communication, and resolution under SLA constraints.
• Collaborate closely with the global support team and cross-functional R&D teams to optimize processes and solutions.
• Provide mentorship and technical guidance to team members, helping them grow their skills and handle complex challenges.

About the team:

As part of the Technical Services team you will be responsible for investigating and resolving complex technical issues that our customers experience, and handle various sensitive technical tasks that require a deep understanding of our product and systems. You will be working collaboratively between the Customer Experience team in NYC/Denver and our Engineering teams in NYC/Israel, and use technical tools like SQL, log management systems and our back office software through cross-functional team work. 

We’re looking for someone who takes ownership, approaches challenges with curiosity and determination, and thrives in a collaborative, dynamic environment. If you have a passion for solving complex problems and leading a talented team, we’d love to hear from you!

About Melio USA: 

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. 
• The annual base salary range for this position is $140,000-$155,000
• Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees. 
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it. 
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week. 
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities. 

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

Melio’s diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one’s identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member’s responsibility. Melio accepts job applications on an ongoing basis until the position is filled. If you are interested in applying for this job opportunity, please do so directly on our careers page (or if you’re here already, scroll down and apply now!). This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.