Senior Technical Customer Support Engineer

Job title: Senior Technical Customer Support Engineer

Reports to: Team Lead Technical Customer Support Engineer

Department: TRG

Location: Alpharetta, GA

Grade: 18

About Priority Commerce: 

Priority Commerce is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority Commerce, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive. 

About the Role:

This role plays a critical part in helping enterprise and strategic partners successfully integrate with and adopt Priority’s embedded commerce platform. As the technical lead within Partner Solutions, you will serve as a senior technical authority across partner integrations: working at the intersection of Solution Architecture, Implementation Engineering, Product, Engineering, Technical Account Management, and Technical Support.

You will be hands-on throughout the partner lifecycle, from technical discovery and solution design through implementation and early production support. You will help partners navigate complex APIs, integrations, authentication, transaction flows, data, and distributed systems while ensuring proposed solutions are scalable, supportable, and aligned with the direction of the platform.

Beyond solving individual partner problems, you will identify recurring technical challenges and turn those learnings into scalable solutions — including improved APIs, integration patterns, tooling, documentation, Postman collections, golden-path examples, and AI-enabled workflows. You will help reduce unnecessary demand on core Product and Engineering teams while creating a feedback loop that improves the platform and accelerates partner adoption.

This is a high-impact individual contributor role for an experienced engineer who can operate with technical depth, customer empathy, and strong business judgment. You will lead through expertise and influence rather than direct people management and will be expected to raise the technical bar across the broader Partner Solutions organization

Responsibilities: 

• Serve as the senior technical lead and subject-matter expert for complex partner integrations across the Partner Solutions organization.

• Partner with Solution Architects during technical discovery to understand partner business requirements, technical environments, architectures, financial flows, and integration needs.

• Translate partner requirements into scalable technical solutions that leverage Priority’s existing products and platform capabilities.

• Help partners and their technical teams understand and successfully integrate with Priority APIs, SDKs, widgets, and other platform capabilities.

• Participate in technical demonstrations and solution discussions with partners, particularly for complex or highly technical use cases.

• Act as a trusted technical advisor to partner engineering teams and technical buyers, building confidence in Priority’s platform and proposed solutions.

• Serve as the technical escalation point for complex integration, implementation, API, transaction, and production issues.

• Own complex technical issues through investigation, root-cause identification, resolution, and follow-through.

• Provide hands-on technical leadership during customer implementations, working closely with Implementation Engineers and Technical Project Managers.

• Troubleshoot issues across APIs, authentication, webhooks, transaction flows, application services, data, and distributed systems.

• Use logs, metrics, traces, transaction data, Postman, SQL, and other engineering tools to investigate and resolve complex technical problems.

• Reproduce partner issues and integration failures in sandbox or test environments and develop clear paths to resolution.

• Work directly with Product and Engineering teams to identify defects, technical gaps, and opportunities for systemic improvement.

• Help determine when partner requirements can be addressed through existing platform capabilities versus configuration, integration patterns, custom solutions, or product development.

• Identify recurring partner and integration issues and drive efforts to eliminate root causes rather than repeatedly solving the same problems.

• Establish and promote technical standards, integration patterns, troubleshooting practices, and engineering best practices across Partner Solutions.

• Create reusable technical assets including solution guides, Postman collections, API examples, golden-path implementations, troubleshooting guides, and other integration enablement resources.

• Improve the partner integration experience by identifying opportunities to make integrations faster, simpler, and increasingly self-service.

• Partner with Solution Architects, Implementation Engineers, Technical Account Managers, Product, Engineering, and Support to ensure smooth transitions. across the partner lifecycle.

• Support the 30/60/90-day post-implementation period by helping monitor technical health, resolve issues, and capture learnings for future implementations.

• Ensure technical learnings from partner implementations and support are captured and fed back into Product and Engineering roadmaps.

• Participate in regular deal reviews and technical retrospectives to surface technical risks, unblock opportunities, and identify recurring partner pain points.

• Contribute to technical solution reviews and architectural discussions, ensuring solutions are scalable, reliable, secure, and supportable.

• Build lightweight tools, scripts, automation, and internal capabilities that improve technical investigation, integration, and partner support.

• Drive adoption of AI-enabled technical workflows, including AI-assisted troubleshooting, knowledge retrieval, issue summarization, integration guidance, and agent/MCP-based solutions.

• Use AI-assisted development tools to accelerate technical problem solving while maintaining appropriate technical review, accuracy, security, and quality.

• Mentor and coach other engineers and technical team members through pairing, technical reviews, knowledge sharing, and hands-on problem solving.

• Raise the overall technical capability of the Partner Solutions organization by creating reusable knowledge, patterns, and solutions.

• Represent Partner Solutions in technical discussions with internal stakeholders and, when appropriate, directly with strategic partners.

• Continuously identify opportunities to improve Partner Solutions' ability to scale without increasing dependency on individual experts or core Product and Engineering teams.

What Success Looks Like:

• Partners have a high-quality, technically credible experience from discovery through implementation and early production.

• Complex partner integrations are solved quickly, accurately, and with clear technical ownership.

• Partners and their engineering teams view Priority's Partner Solutions organization as trusted technical advisors.

• Technical discovery results in scalable solutions that minimize unnecessary custom development, refactoring, and future migration effort.

• Partner implementations are completed more quickly, with fewer technical blockers and less rework.

• The Technical Lead is consistently relied upon as the escalation point for the organization's most complex technical challenges.

• Issues are investigated using strong engineering practices and evidence from logs, metrics, traces, transaction data, and other observability tools.

• Recurring integration issues are identified and eliminated through improvements to the platform, APIs, documentation, tooling, or integration patterns.

• More partners are able to successfully integrate using self-service resources, golden paths, Postman collections, SDKs, widgets, and clear technical documentation.

• Technical knowledge gained from partner engagements consistently feeds back into Product and Engineering to improve the platform and roadmap.

• The organization becomes less dependent on core Product and Engineering teams for one-off partner integration challenges.

• Partner Solutions develops a growing library of reusable technical solutions and patterns that accelerate future implementations.

• AI-enabled workflows materially improve the speed and effectiveness of technical discovery, troubleshooting, documentation, and partner enablement.

• Technical solutions balance partner needs with scalability, maintainability, security, and Priority's long-term platform direction.

• Other engineers and technical team members become stronger through mentoring, pairing, technical guidance, and shared technical practices.

• The Partner Solutions organization is recognized as a technical differentiator that helps accelerate partner adoption and enterprise revenue growth.

Candidate Requirements:

Required Requirements:

• 7+ years of experience in software engineering, solution engineering, implementation engineering, API integration engineering, or a related technical discipline.

• Significant experience operating as a senior individual contributor, technical lead, or technical subject-matter expert.

• Strong understanding of API design, RESTful services, JSON/XML, HTTP/S, webhooks, and modern integration patterns.

• Strong understanding of authentication and authorization mechanisms, including API keys, OAuth, tokens, headers, and idempotency.

• Proven experience troubleshooting complex distributed systems using logs, metrics, traces, transaction data, and other observability signals.

• Strong understanding of modern software systems, including backend services, service dependencies, data flows, asynchronous processing, and system failure modes.

• Ability to diagnose technical issues across multiple layers, including application, API, infrastructure, data, and external integrations.

• Experience working directly with engineering teams to investigate production issues, identify root causes, and drive technical resolution.

• Strong SQL and data investigation skills, with the ability to trace transactions and investigate data discrepancies.

• Strong experience with API testing and debugging tools such as Postman or equivalent.

• Experience working directly with external customers, partners, or technical stakeholders on complex technical problems.

• Ability to translate business and customer requirements into scalable technical solutions.

• Ability to communicate complex technical concepts clearly to both technical and non-technical audiences.

• Demonstrated ability to lead through technical expertise and influence without direct management responsibility.

• Strong ownership mindset with the ability to independently drive ambiguous technical problems to resolution.

• Experience creating technical documentation, integration guides, reusable examples, or other developer enablement resources.

• Experience collaborating across Product, Engineering, Sales, Solution Architecture, Professional Services, and Customer teams.

• Experience leveraging AI-assisted tools to improve technical problem solving, debugging, documentation, or engineering productivity.

Preferred Requirements:

• Experience in fintech, payments, lending, or other regulated financial systems.

• Experience working with embedded finance, embedded commerce, payment platforms, or financial APIs.

• Experience supporting enterprise or strategic partners through complex technical integrations.

• Experience working with ISVs, financial institutions, or enterprise technology organizations.

• Experience with cloud platforms such as AWS, GCP, or Azure.

• Experience with event-driven architectures, queues, asynchronous processing, or service-oriented architectures.

• Experience contributing to API design, platform architecture, or distributed systems.

• Experience building internal tools or automation to improve developer experience, technical support, or partner integration.

• Experience creating interactive demos, sandbox environments, proof-of-concepts, or technical prototypes.

• Experience with SDKs, embeddable widgets, MCP servers, or AI-agent-based integrations.

• Experience participating in technical discovery and solution design with enterprise customers.

• Experience with incident management, production operations, or SRE practices.

• Experience using AI-assisted development and debugging tools as part of day-to-day engineering work.

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: $97,118 - $111,251
We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs

• 401(k) match

• Employee Stock Purchase Program (ESPP)

• HSA and FSA options

• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage

• Mental health support for employees and dependents through Lyra Health

• Family planning and women’s health benefits through Carrot

• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement

• Leadership development programs

• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

 Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching.

• Requires the ability to lift 10 pounds.

• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Commerce and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.