Technical Operations Specialist, Fintech / Payments

We are hiring a hands-on Technical Operations Specialist to own first-line investigation and troubleshooting across a fintech company's production banking and payments infrastructure. The primary purpose of this role is to take ownership of operational troubleshooting that currently falls to the CTO — becoming the front line for issues involving APIs, transaction flows, logs, data, money movement, and payment systems. This is not a software engineering role, and you will not be expected to regularly ship code. But you must be technically comfortable enough to dig into production issues, read logs and API responses, trace transactions end-to-end, and determine the right next step or escalation.

Ideal candidates have direct fintech, banking, or payments operations experience, are comfortable with the intersection of technical systems and money movement, and are energized by being the person who gets a payments issue resolved.

Key Responsibilities

• Act as the first line of investigation when issues occur within banking and payment systems

• Troubleshoot failed, delayed, or unexpected money movement, including ACH, wire, card, and instant-payment transactions

• Investigate API-related problems, including request/response payloads, error codes, retry logic, and integration health

• Read and interpret production logs, system data, and transaction flow traces to isolate root causes

• Identify where in the flow problems are occurring (client, integration layer, banking partner, payment rail) and determine the appropriate next step or escalation path

• Take ownership of production troubleshooting work that would otherwise fall to the CTO

• Work closely with engineering, product, operations, and external partners (banking partners, processors) to resolve issues quickly and cleanly

• Document recurring issue patterns, root causes, and resolution steps to build institutional knowledge

• Help maintain reliable day-to-day operation of the company's fintech and payments infrastructure

• Recommend operational improvements, monitoring gaps, and runbook additions based on incident patterns

Required Qualifications

• 3+ years of experience in a technical operations, payments operations, banking operations, or fintech support role

• Direct experience with fintech, banking, or payments infrastructure — including familiarity with money movement (ACH, wires, cards, RTP/FedNow), transaction lifecycles, settlement, and reconciliation

• Comfort investigating production issues technically — reading logs, tracing API requests and responses, and interpreting system data

• Working knowledge of REST APIs, webhooks, HTTP status codes, and request/response debugging (Postman, cURL, or equivalent)

• Ability to write and run basic SQL queries against transaction and system data

• Strong analytical and problem-solving skills; able to isolate a root cause from noisy signals

• Excellent written and verbal communication; able to translate technical findings for non-technical stakeholders and escalate cleanly to engineering

• High level of ownership and follow-through; comfortable being the person who gets an issue resolved

• Fully fluent in English

• Ability to work U.S. business hours (PT, CT, or ET)

• Ability to commit long-term and full-time

Preferred Qualifications

• Direct experience with banking-as-a-service providers (Unit, Column, Treasury Prime, Synapse, Bond, Mercury, Modern Treasury, Increase)

• Direct experience with payment processors or card issuers (Stripe, Adyen, Marqeta, Lithic, Galileo, Fiserv, TabaPay)

• Familiarity with ACH file formats (NACHA), wire message formats (Fedwire, SWIFT), or card network flows (Visa, Mastercard)

• Exposure to compliance-adjacent operations (KYC/KYB, transaction monitoring, dispute handling, chargebacks, reg reporting)

• Experience using observability and log tools (Datadog, Sentry, New Relic, Splunk, Grafana, CloudWatch)

• Familiarity with ticketing and incident tools (Linear, Jira, PagerDuty, Opsgenie, Zendesk)

• Prior experience at an early- or growth-stage fintech startup

Tools & Technologies

• Postman, cURL, SQL (Snowflake, Postgres, BigQuery), Datadog, Sentry, New Relic, Splunk, Grafana, CloudWatch, Linear, Jira, PagerDuty, Zendesk, Slack, Notion; banking / payments platforms such as Unit, Column, Modern Treasury, Increase, Stripe, Adyen, Marqeta, Lithic; NACHA / Fedwire / SWIFT message formats

Core Competencies

• Technical without being an engineer; fluent in API and transaction debugging

• Ownership mindset — treats every stuck transaction as their problem to resolve

• Structured investigator; isolates root causes from noisy signals

• Calm under production pressure and customer money-movement incidents

• Clear communicator across engineering, operations, and external partners

• Detail-driven across logs, tickets, and reconciliation data

• Proactive documenter of patterns, runbooks, and recurring issues

• Curious about how payments and banking actually work under the hood

What We Offer

• Best salaries in the industry

• Work from anywhere permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Additional benefits

This is a full-time, long-term remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.