Job Description: : Technical Support Manager

About Us

Crowdnetic Technologies Private Limited is a subsidiary of FinMkt.Inc., New York is an unlisted private company incorporated on 18 January 2016 based out of in Hyderabad, Telangana.

FinMkt is revolutionizing buy now pay later (BNPL) and point of sale financing with a fully customizable, multi-lender, full credit spectrum SaaS solution. FinMkt’s award-winning, API-driven platform offers both end-to-end and modularized consumer financing and loan origination technology that empowers lenders, merchants and enterprise partners to control their own destiny with a customized solution tailored to their unique brand. FinMkt’s proprietary, omni-channel and product agnostic SaaS platform is optimized for the home improvement, healthcare and retail verticals.

From a cultural perspective, we believe that a team’s shared values are critical to success and are proud of our beliefs which centre around: honesty, integrity, passion, teamwork and loyalty. If those values describe you (and you have permanently removed the words “impossible” and “can’t” from your vocabulary), then FinMkt is the place for you!

Both our external and internal partners and clients demand responsiveness, creativity and dependability, and FinMkt’s finance team takes pride in delivering service that is second to none.

Job Title: Technical Support Manager (Embedded Lending & Payments)

Experience: 10+ Years (5+ years in technical leadership)

Work Schedule: Day Shift ( Should be flexible for Shift Rotation on need basis)

Location: Uppal: Hyderabad (Work from Office)

Role Overview

You will lead tier-1 through tier-3 technical support operations for an API-first embedded finance platform. Operating during the shift,



you will ensure high availability for point-of-sale financing workflows, multi-lender orchestration engines, and merchant payment systems, acting as the primary escalation point for enterprise clients, marketplaces, and lending partners.

Core Responsibilities

- Shift & Incident Leadership: Direct the technical support engineering team during the business hours, commanding P1/P0 incidents related to checkout outages, webhook delivery failures, or credit decisioning engine timeouts.
- Platform & API Troubleshooting: Oversee deep-dive technical triage of embedded lending products, digital wallets, payment gateways, and API orchestration layers.
- Integration Support: Guide the team in resolving complex B2B2C integration issues, including client-side SDK bugs, RESTful API connectivity, payload mismatches, and white-label UI configurations.
- Cross-Functional RCA: Drive incident management, post-mortem reporting, and root cause analysis (RCA), working directly with DevOps, Product, and Core Engineering to fast-track systemic fixes.
- SLA & Performance Governance: Monitor and optimize key operational metrics (MTTR, CSAT, Resolution Rate) while coordinating seamless handovers with APAC and Americas teams.
- Regulatory Adherence: Ensure all technical support, data access, and merchant onboarding workflows comply strictly with GDPR, PCI-DSS, and UK/EU financial regulations (e.g.,



FCA guidelines, PSD2).

Technical Stack & Competencies

Category

Required Expertise

API & Integrations

RESTful APIs, Webhooks, JSON/XML, OAuth/JWT, Postman, API Gateways

Monitoring & Logs

Seqlogs

Database & Cloud

Advanced SQL (transaction tracing, ledger reconciliation), Azure microservices

ITSM Platforms

Jira Service Management, ServiceNow, Zendesk

Required Qualifications

- Industry Expertise: Minimum 10 years in IT support/operations, with at least 5 years leading teams within FinTech—specifically Banking-as-a-Service (BaaS), embedded payments, BNPL, or point-of-sale lending.
- Shift Commitment: Demonstrated capability to manage teams and high-pressure client escalations effectively during dedicated shift hours.
- B2B2C Empathy: Proven ability to manage communication between non-technical enterprise merchants, highly technical lending partners, and internal engineering teams.
- Process Excellence: ITIL v3/v4 certification with a robust operational background in Problem, Incident, and Change Management frameworks.

Standout Attributes

- Direct experience troubleshooting configurable lender waterfalls, alternative credit data integrations, or loan origination systems (LOS).
- Familiarity with Open Banking standards and intelligent transaction routing.

Perks and Benefits:

Salary as Per Industry Standard

Work-life balance

Health & accidental insurance

Employee Provident Fund

Open door policy with the leadership team.

Co-founders are just a call away.

Location: SEZ, NSL Towers, Uppal, Hyderabad – Telangana 500039

Pay: ₹720,747.83 - ₹1,532,423.92 per year

Benefits:

- Health insurance
- Provident Fund

Work Location: In person

📌 Technical Support Manager (India)
🏢 Crowdnetic Technologies Private
📍 India