Job Summary

The Technical Support Specialist 3 sits within the MX Customer Support team, a group dedicated to ensuring the seamless integration and reliability of our financial data platform. Our team solves complex technical challenges ranging from API connectivity issues to intricate data mapping for some of the world's most sophisticated fintechs and financial institutions.

This role exists to act as a senior technical anchor within the support organization. As a Tier 3 specialist, you will bridge the gap between standard support operations and engineering, handling high-stakes escalations that require deep technical mastery. This hire is driven by our commitment to providing white-glove service to our strategic partners and the need for internal technical mentorship as we scale.

Success in this role directly impacts MX's retention and growth by reducing time-to-resolution for complex issues and increasing the technical proficiency of the entire support department. By driving innovation within our support processes, you will ensure MX remains a leader in client satisfaction and technical reliability.

Job Responsibilities

• Own and execute advanced technical support for clients, resolving highly complex inquiries related to APIs, SDKs, and platform integrations to ensure minimal downtime.
• Analyze and monitor ticket and chat queues to proactively identify trending technical bugs or systemic issues, initiating swift resolution protocols.
• Partner with specific fintechs, Financial Institutions (FIs), and partners to provide tailored technical support that aligns with their unique infrastructure and business needs.
• Lead the technical elevation of the support team by organizing training sessions, documenting advanced workflows, and sharing insights on emerging technical trends.
• Build and maintain innovative internal tools or processes through self-initiated projects that improve the efficiency and strategic capabilities of the support function.
• Foster mentoring relationships with junior team members, providing personalized coaching and technical guidance to accelerate their professional development.

Basic Qualifications

• 3+ years of experience in a technical customer support role, specifically supporting SaaS, fintech, or API-based products.
• 3+ years of experience with API troubleshooting and a working knowledge of data structures (JSON, XML).
• 3+ years of experience managing complex technical escalations independently and meeting service-level agreements (SLAs).
• Willingness to travel up to 15% (for remote employees) and ability to work in-office Tuesday-Thursday (for local employees).

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related technical field (or equivalent practical experience)
• Prior development experience (e.g., Python, Ruby, JavaScript) with the ability to read and debug application code.
• 5+ years of experience in a high-growth fintech or regulated financial services environment.
• Advanced proficiency in analyzing system logs and utilizing diagnostic tools to resolve intricate technical challenges.
• Experience leading cross-functional initiatives or internal projects that resulted in measurable improvements to support operations.

At MX, we are a high-performance organization that thrives on trust and results. This role is based in Lehi, Utah. We believe in empowering our team members to deliver exceptional outcomes while taking advantage of our incredible office space when it best supports their work. Our Utah office features onsite perks such as company-paid meals, massage therapists, a sports simulator, gym, mother's lounge, and meditation room and meaningful interactions with amazing people. We encourage team members to come together in the office to collaborate, kick off key projects, or strategize cross-functionally, fostering connection and innovation.