Pontera is a fintech company on a mission to help people retire better. Our software platform enables retirement savers to get the help they need managing their 401(k) and other retirement plan accounts as part of a personalized strategy by their trusted financial advisor.
Pontera is used by financial advisors across the nation– from SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.
Backed by leading venture capital firms including ICONIQ Growth and Lightspeed Venture Partners, Pontera is built by talented individuals who share a dedication to helping people retire with greater security.
Our team is fast-growing and driven to become one of the largest fintech companies in the world. Our culture is built on a people-first principle: in a complex and numbers-driven industry, we never lose sight of the people we serve and work alongside. That’s where you come in.
- Investigate complex technical issues using analytical tools, system logs, databases, and other monitoring systems to identify root causes and resolutions.
- Collaborate with developers and product managers to define bugs, clarify change requests, and ensure accurate documentation and prioritization.
- Manage issue tracking and ensure each case is assigned to product versions in accordance with defined SLAs.
- Communicate effectively with various internal teams to provide updates on issues, resolutions, and expected timelines.
- Work closely with US-based client-facing teams to support VIP customers, handle escalations, and deliver high-quality technical investigations.
- Own Tier 3 support processes, continuously monitor performance, and drive improvements to increase efficiency and quality.
- 5+ years of experience in a Tier 3 or senior support role within a SaaS or cloud-based environment — FinTech experience preferred.
- Proven expertise with monitoring, logging, and reporting tools (e.g., Tableau, Sumo Logic, Grafana).
- Advanced SQL proficiency, including query optimization and data analysis for debugging and reporting.
- Strong command of incident management tools such as Jira, Zendesk, Bugzilla, or TFS.
- Fluent in English (written and spoken) with strong communication skills for cross-functional collaboration.
- Experience in manual QA and testing processes — advantage.
- Bachelor’s degree in Computer Science, Information Systems, or a related field — advantage.
- Strong analytical mindset, attention to detail, and a proactive, ownership-driven approach to problem-solving.
WHAT WE OFFER
- Opportunity: Have a major impact at a fast-growing startup that is revolutionizing the FinTech industry
- Team Culture: A collegial, collaborative, fun work environment with frequent team events
- Professional Development: Sponsored learning & development program
- Work Flexibility: A hybrid office work model (In-Office Mon/Tues/Weds and WFH Sun//Thurs)
Top Skills
What the Team is Saying
What We Do
Pontera is a Fintech company that helps financial advisors report on, manage, and trade their clients' held-away accounts, including 401(k)s, 403(b)s, HSAs and more. The platform is designed to work across account types and integrate seamlessly into existing technology to help advisors improve their clients' financial outcomes. Founded in 2012, Pontera is headquartered in New York City.
At the core of our team is a strong belief that helping people retire comfortably is of critical importance. Pontera is designed to help advisors not only analyze their clients’ held away accounts to provide greater visibility, but to enable advisors to take action and manage accounts on their clients’ behalf, improving the client experience, potentially adding accretive performance, and helping to mitigate compliance and security concerns around managing held away accounts.
Each of us believes strongly in the mission of helping millions of people achieve the best retirement possible.
Why Work With Us
We are proud of our People-First mentality and culture. You will have the unique and exciting opportunity to be part of a team whose mission is to scale Pontera into one of the largest FinTech companies in the world.
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Pontera Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We're in-office on Tues/Weds/Thurs and we work from home on Mon/Fri!
