Melio Technical Services Lead 

United States, New York, New York 

570946823

Technical Services Lead

(3 day in-office requirement)

Qualifications:

• 5+ years of experience in technical support, production engineering, or similar roles, preferably in a SaaS environment.
• Proven team leadership experience, with a track record of leading small teams to deliver results.
• A self-starter with strong problem-solving skills, the ability to work independently, and a “big picture” perspective.
• Strong troubleshooting and debugging skills with web applications, databases, and distributed systems.
• Proficiency in SQL for data analysis and problem-solving.
• Experience with monitoring/logging tools such as Datadog or similar platforms.
• Familiarity with ticketing systems (Jira) .
• Familiarity with incident management processes.
• Excellent communication and interpersonal skills.
• Ability to work independently, make decisions, and think strategically in a fast-paced environment.

Bonus points:

• Exposure to AWS serverless architecture and CloudWatch is a plus.
• Knowledge of web technologies: HTML, JavaScript, and REST APIs is a plus.

A day in the life and how you’ll make an impact:

• Lead a team of 3 Technical Support Engineers in resolving complex technical issues, ensuring high-quality solutions with minimal escalation to R&D.
• Be hands-on in troubleshooting and resolving complex customer issues related to our product and platform, leveraging your expertise in analyzing and resolving system-level problems.
• Prioritize and manage incoming tickets from Tier 2 support, focusing on critical and time-sensitive issues while maintaining a broad, systemic view.
• Take a proactive approach to identifying recurring issues, analyzing root causes, and implementing solutions to prevent future occurrences.
• Troubleshoot and debug system-level problems using tools like Datadog, SQL, and other monitoring/logging platforms.
• Proactively monitor production systems, investigate alerts, and develop new monitoring solutions as needed.
• Manage incidents in production, ensuring efficient coordination, communication, and resolution under SLA constraints.
• Collaborate closely with the global support team and cross-functional R&D teams to optimize processes and solutions.
• Provide mentorship and technical guidance to team members, helping them grow their skills and handle complex challenges.

About Melio USA:

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated.
• The annual base salary range for this position is $140,000-$155,000
• Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees.
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it.
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week.
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities.