Technical Support Specialist III

MX is a fintech company on a mission to empower the world to be financially strong. We build technology that helps banks, credit unions, and fintechs deliver smarter, more intuitive financial experiences to millions of people.

Like many startups, we’ve navigated real growth challenges — and we’ve come out stronger on the other side. Today, MX is in a phase of renewed momentum and scale, with a solid foundation and a clear vision for what’s next. This is a place where thoughtful execution matters, innovation is encouraged, and individuals have real ownership over their work.

Our culture values curiosity, accountability, and impact. We give people the space to question assumptions, design better solutions, and help shape how the company grows. If you’re looking to do meaningful work, influence outcomes, and grow alongside a company that’s ready to move fast, you’ll feel at home at MX.

Introduction to the Position

This role sits on the Technical Operations (TechOps) team within Engineering, reporting to the Customer Support Manager.

TechOps serves as the final line of defense for MX's customer support operation, resolving the issues that L1 and L2 agents cannot, managing high-value and sensitive client relationships, and ensuring that institutional knowledge about MX's platform, tooling, and troubleshooting workflows is operationalized rather than siloed. The team owns deep-tier technical support, incident identification, Batcave configuration changes (institution and routing number management), and the mentoring and training pipeline that keeps the broader support org effective.

The goal is someone who can operate independently across MX's support ecosystem, serve as a technical backstop for the support team, and strengthen the connective tissue between Support, Engineering, CIM (Critical Incident Management), CSEs, and Product Support.

Job Responsibilities

Serve as the technical backstop for L1/L2 support agents, monitor the "Needs L3 Help" queue, answer questions in Slack, and provide real-time guidance to unblock agents on active tickets

Own and resolve complex, high-severity client tickets that exceed L2 capability, performing deep troubleshooting using OpenSearch log analysis, API request tracing, and platform architecture knowledge

Manage high-value and sensitive client relationships, including direct external client calls and internal coordination meetings with CSEs, ProServe, and other stakeholders

Execute Batcave configuration changes that require L3-level permissions: institution blocks, routing number blocks, institution display URL updates, key search term edits, premium job enablement, and failover list modifications

Identify and report incidents, gather evidence from OpenSearch and ticket patterns, post structured incident reports in Slack, coordinate with the CIM team, and join incident Zoom calls to represent Support's perspective

Train, retrain, and mentor L1/L2 agents, contribute to and vet training documentation, deliver knowledge-transfer sessions, and ensure the team can self-serve on new processes.

Develop and document processes for broken, undocumented, or edge-case support scenarios to reduce reliance on informal knowledge transfer

Exercise role-boundary judgment, know when to hand off to Integration Support (API/cert/widget issues), Product Support (aggregator/institution changes outside L3 scope), onboarding/client configuration, or Engineering, and route accordingly

Manage ticket backlog , triage aging tickets, identify systemic issues, and escalate stalled work to appropriate teams

Job Requirements

3+ years of customer support experience in a technical environment, showcasing a proven track record of resolving complex technical issues independently

Working knowledge of APIs and data structures

Adept at API troubleshooting

Development experience

A proven ability to autonomously manage time and workload effectively, balancing routine support tasks with strategic projects

Demonstrated capability to analyze and resolve intricate technical challenges with innovative solutions

Strong written and verbal communication skills for conveying complex technical concepts to diverse audiences

Willingness to always learn and improve, plus an independent way of working

Work Environment At MX, we utilize a hybrid work model, which allows us to attract top talent, provide work-life balance, and increase productivity through collaboration. Our team members enjoy a balance of remote work and monthly in-person collaboration meetings. Travel expectations are about 15%, and the company covers travel expenses for remote employees. Local employees are encouraged to utilize in-office time on a weekly basis. Both local and remote employees can take advantage of our incredible office space with onside perks like company-paid meals, golf simulator, and meditation room to name a few. 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, 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.

MX is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, military or veteran status, status as an individual with a disability, or other applicable legally protected characteristics. We particularly welcome applications from veterans and military spouses. All your information will be kept confidential according to EEO guidelines. You may request reasonable accommodations by sending an email to hr@mx.com.