Build a career where your troubleshooting skills directly improve client experience and service reliability. You will lead a support team that helps clients and internal partners resolve time-sensitive technical and processing issues. This role offers hands-on problem solving, cross-functional collaboration, and opportunities to influence how support is delivered. If you enjoy working in a fast-paced environment and turning complex issues into clear outcomes, this role is for you.
Job summaryAs a technology support team leader in the API support team, you will serve as a primary point of contact for technical support for API-based services used for transaction initiation and reporting. You will lead day-to-day inquiry management, guide investigations into connectivity and processing issues, and partner with internal teams to drive timely resolution and strong client outcomes. You will contribute to a culture of operational excellence, clear communication, and continuous improvement.
Job responsibilities- Manage and resolve inquiries received via phone, email, and internal case transfers from clients and internal partners
- Advocate for client needs while coordinating with internal business and technology partners
- Escalate critical and urgent requests promptly and follow through to resolution
- Troubleshoot and investigate client connectivity issues, processing failures, and transaction inquiries
- Communicate with clients and internal partners to address processing errors and support platform changes
- Monitor queues and workflows to identify emerging issues and support proactive communications during incidents or outages, when appropriate
- Partner with leadership, peers, and business partners to meet service goals and improve client experience
- Maintain and improve policies, procedures, and training materials to support consistent service delivery
- Lead by example on quality, controls, and adherence to established procedures to support effective operational risk management
- 3 years of customer service or call center experience
- 2 years of technical support experience
- Fluency in English, Portuguese, and Spanish, with strong oral and written communication skills
- Strong analytical and problem-solving skills, including attention to detail and pattern recognition
- Ability to manage multiple workstreams and prioritize effectively in a high-volume environment
- Strong time management and organizational skills
- Ability to translate complex technical information into simple, client-friendly language
- Sound judgment and effective decision-making, including in urgent or high-impact situations
- Ability to work outside normal coverage hours as needed (including weekends and holidays)
- Ability to build and maintain effective working relationships with business and technology partners
- Experience supporting API-based services for transaction initiation and reporting
- Experience investigating and documenting incidents, trends, and recurring issues in a support environment
- Experience coaching, mentoring, or acting as a shift/team lead in a support setting
- Familiarity with client connectivity troubleshooting concepts (e.g., authentication, certificates, connectivity diagnostics)
- Experience contributing to process improvements, knowledge articles, or training documentation
- Experience working with cross-functional stakeholders to drive resolution and service improvements
Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Skills Required
- 3 years of customer service or call center experience
- 2 years of technical support experience
- Fluency in English, Portuguese, and Spanish
- Strong oral and written communication skills
- Strong analytical and problem-solving skills, including attention to detail and pattern recognition
- Ability to manage multiple workstreams and prioritize effectively in a high-volume environment
- Strong time management and organizational skills
- Ability to translate complex technical information into simple, client-friendly language
- Sound judgment and effective decision-making in urgent or high-impact situations
- Ability to work outside normal coverage hours, including weekends and holidays
- Ability to build and maintain effective relationships with business and technology partners
- Experience supporting API-based services for transaction initiation and reporting
- Experience investigating and documenting incidents, trends, and recurring issues in a support environment
- Experience coaching, mentoring, or acting as a shift or team lead in a support setting
- Familiarity with client connectivity troubleshooting, including authentication, certificates, and connectivity diagnostics
- Experience contributing to process improvements, knowledge articles, or training documentation
- Experience working with cross-functional stakeholders to drive resolution and service improvements
- Developing experience using AI-powered analytics, workflow automation, or intelligent process tools
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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