---
title: 'Merchant Technical Support  - Jr Manager at Xendit'
canonical: 'https://feeny.ai/job/merchant-technical-support-jr-manager-xendit-jakarta-gyxgekapv40n'
type: 'job'
last_seen: '2026-09-10'
---

# Merchant Technical Support  - Jr Manager at Xendit

- **Company:** Xendit
- **Location:** Jakarta, Indonesia
- **Posted:** 2026-09-01
- **Last confirmed live:** 2026-09-10
- **Apply:** https://job-boards.greenhouse.io/xendit/jobs/7983136003

## Job description

[Xendit](https://www.xendit.co/en/) provides payment infrastructure across Southeast Asia and is expanding to Greater China and LATAM. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.

Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and [backed by global top-10 VCs](https://techcrunch.com/2021/03/02/indonesia-payments-infra-startup-xendit-raises-64-6m/). We’re proud to be featured on among the fastest growing companies by [Y-Combinator](https://www.ycombinator.com/topcompanies).

## About the Job

As a key technical leader, you will drive customer trust and company growth by bridging Operations, Product, and Engineering to solve our most complex technical escalations. In this role, you will own high-impact incident management, establish robust troubleshooting standards, and turn recurring operational challenges into scalable, automated solutions. Facing the fast-paced challenge of resolving critical merchant issues, your leadership will optimize operational efficiency, elevate team capabilities, and directly shape product improvements to support our long-term scale.

## Minimum Qualifications

- 5+ years of experience in technical support, product support, software engineering, solutions engineering, or a related technical domain, with demonstrated experience handling complex technical issues and customer-impacting incidents.
- Proven experience leading people, teams, or complex technical/operational programs, with the ability to coach team members, manage performance, and drive accountability.
- Strong technical understanding of software products and systems, including experience with areas such as APIs, system integrations, databases, scripting/automation, troubleshooting, or software development. Candidates with hands-on experience in technical leadership, or similar technical roles are highly valued.
- Strong experience in structured troubleshooting, root cause analysis, incident investigation, and identifying scalable solutions to prevent recurring technical issues.
- Excellent communication and stakeholder management skills, with the ability to translate complex technical concepts into clear and actionable information for both technical and non-technical audiences.
- Strong ownership mindset and ability to operate effectively in a fast-paced environment, prioritizing customer impact, business needs, and operational risks.

## Preferred Qualifications

- Previous experience in Fintech, Payments, Banking, SaaS, or other technology-driven industries, with a strong understanding of payment flows, transaction life cycles, APIs, integrations, and industry-specific considerations.
- Previous experience as a Product Manager, Technical Lead, Software Engineer Lead, Solutions Engineer Lead, or similar role, providing strong exposure to product development and technology processes.
- Hands-on experience with automation, scripting, API integration, data analysis, or software development, with the ability to identify opportunities to automate repetitive operational processes.
- Experience building or improving technical support functions, L2 support models, incident management processes, escalation frameworks, or technical troubleshooting methodologies.
- Experience designing and maintaining knowledge bases, SOPs, technical documentation, troubleshooting guides, and other scalable knowledge-sharing mechanisms.
- Experience using data and operational insights to identify systemic customer issues and influence product improvements, bug prioritization, or feature development.
- Experience working with external merchants, partners, or enterprise customers in a technical support, customer success, solutions, or consulting capacity.
- Experience driving large-scale operational improvement initiatives that resulted in measurable improvements in customer experience, service quality, resolution time, productivity, or operational efficiency.

## Responsibilities

Technical Leadership & Incident Management

- Own Complex Technical Escalations: Serve as the senior escalation point for complex merchant technical issues, leading structured investigation, troubleshooting, root cause analysis, and resolution across multiple systems or teams.
- Drive Incident Resolution: Coordinate with Engineering, Product, and Operations during high-impact incidents to ensure timely resolution, clear communication, appropriate prioritization, and effective customer impact mitigation.
- Identify Systemic Issues: Analyze recurring technical issues and incident patterns to identify underlying product, system, or process gaps and translate findings into actionable improvement opportunities.
- Strengthen Troubleshooting Standards: Establish and continuously improve technical troubleshooting frameworks, escalation criteria, diagnostic methodologies, and best practices to increase L2 resolution effectiveness.
- Reduce Recurring Issues: Partner with Product and Engineering to drive permanent fixes and preventive actions, reducing repeat incidents, unnecessary escalations, and customer impact.
- Build Technical Capability: Develop the team's technical depth through workshops, technical knowledge-sharing sessions, documentation, and hands-on coaching to progressively increase L2 self-sufficiency.

Strategic Impact & Continuous Improvement

- Drive Operational Improvement: Identify opportunities to improve support processes, workflows, tooling, and team structures to increase efficiency, scalability, and customer experience.
- Turn Data Into Action: Use operational and customer data to identify trends, quantify problems, and prioritize improvement initiatives based on customer and business impact.
- Lead Automation: Identify repetitive or manual processes and partner with relevant teams to develop automation, self-service, or tooling solutions that improve efficiency and reduce operational dependency.
- Build Scalable Solutions: Design and implement scalable processes, tools, and knowledge systems that enable the team to handle increasing complexity and volume without proportional increases in operational effort.

Cross-Functional Stakeholder Management

- Partner with Product & Engineering: Represent merchant technical pain points and provide data-backed insights to influence bug prioritization, product improvements, and feature development.
- Drive Technical Alignment: Translate merchant and operational problems into clear technical requirements, problem statements, and business impact to facilitate effective collaboration with Engineering and Product.
- Enable Customer-Facing Teams: Serve as the technical advisor for AE, AM, CSM, and other customer-facing teams, providing guidance on complex product, integration, and technical issues.
- Strengthen Partner Performance: Work closely with Partnerships and other business teams to analyze partner performance, identify systemic issues, and develop actionable recommendations that improve operational performance and customer experience.
- Close the Feedback Loop: Ensure insights from merchant issues and technical incidents are translated into product, process, and documentation improvements, creating a continuous feedback loop between customers and internal teams.

Automation, Tooling & Scalability

- Identify repetitive, manual, or inefficient support processes and evaluate opportunities for automation, self-service, and tooling improvements.
- Partner with Engineering, Product, and internal technology teams to design and implement scalable solutions that reduce manual intervention and improve support efficiency.
- Encourage a culture of automation and continuous improvement within the team by enabling team members to identify and solve operational inefficiencies through technology.
- Measure the impact of automation and process improvements through metrics such as resolution time, productivity, escalation rate, ticket volume, and customer experience.

## About Xendit

## Company Overview
- **One-liner**: Xendit is a financial technology company that provides payment infrastructure and processing solutions for businesses operating in and expanding across Southeast Asia.
- **Entity Type**: Private (Series D funding, Unicorn status achieved in 2021)
- **Headquarters**: Jakarta, Indonesia
- **Founded**: 2015
- **Founders**: Moses Lo, Tessa Wijaya, Bo Chen, Juan Gonzalez

## Core Business
- **Primary industry/industries**: Financial Technology (Fintech), Payment Processing, Digital Infrastructure
- **Target customers**: B2B — serving enterprises, global businesses expanding into Southeast Asia, startups, SMEs, e-commerce platforms, and marketplaces.
- **Mission or purpose statement**: To make payments simple, helping businesses focus on growth and creating lasting value.

## Products & Services
- **Accepting Payments**: A payment gateway that allows businesses to accept payments via over 100 popular methods, including credit cards, virtual accounts, bank transfers, e-wallets, and QRIS across Indonesia, the Philippines, Malaysia, Thailand, Vietnam, Singapore, and Hong Kong.
- **Payout API**: An API for sending bulk payouts instantly to 450+ banks and e-wallets, including on weekends and public holidays.
- **Recurring Payments**: Automated subscription management for credit cards, e-wallets, and direct debit.
- **Platform Payments**: Solutions for platforms and marketplaces to onboard sub-merchants, split funds, and manage payouts.
- **Financing**: Quick financing options for businesses to fund regional expansion.

## Market Standing
- **Valuation/Market Cap**: Achieved Unicorn status (valuation >$1B) in 2021 after raising $150M in Series C.
- **Key Metric**: Total funding of $538M (including a $300M Series D round in 2022). The company processes over 500 million transactions yearly.
- **Notable Investors/Partners**: Y Combinator (first Indonesian startup to graduate), and other venture capital firms involved in its Series C and D rounds.
- **Growth Signals**: Expanded from Indonesia to the Philippines (2020), Malaysia, Thailand, and Vietnam. Holds a Payment Gateway license from Bank Indonesia. Serves over 10,000 businesses.

## Competitive Advantages
- **Deep Local Integration**: Direct integrations with hundreds of payment methods, navigating the complex, non-card-centric payment landscape of Southeast Asia.
- **Market-First Innovation**: A track record of being first to market with specific payment flows (e.g., auto-debit in the Philippines, digitalizing bank transfers via virtual accounts in Malaysia).
- **Single Platform, Multi-Market**: Allows businesses to unify payments across multiple Southeast Asian countries through a single API and platform, eliminating the need for fragmented integrations.
- **Licensed & Secure**: Fully licensed by regulatory authorities and holds internationally recognized security certifications.

## Strategic Focus
- **Regional Expansion**: Continuing to build a local presence in more countries across Southeast Asia and beyond (including the USA).
- **Product Depth**: Building out a comprehensive financial infrastructure suite that goes beyond payments to include financing and platform management tools.
- **Global-to-Local Strategy**: Enabling global companies to easily enter dynamic Asian markets while helping local businesses scale regionally.

## Why Work Here
- **Culture & Values**: The company's culture is built around five core values: "Be Trustworthy," "Customers First," "Be Golden" (treat others as you wish to be treated), "Honey Badger" (tenacity and intelligence to outmaneuver larger competitors), and "Grow" (continuous learning).
- **Diverse & Inclusive**: Over 600 employees from more than 10 countries, with a 43% female workforce.
- **Unique Hiring Process**: Uses a "trial day" (1-5 days) as a key part of the recruitment process, allowing candidates to demonstrate their skills in a real-world context before an offer is made.
- **Impact**: Employees work on building digital infrastructure that hasn’t existed before, helping power the digital transformation of dynamic markets.
- **Work Policy**: Not explicitly stated, but the company has offices across Southeast Asia (Indonesia, Singapore, Malaysia, Philippines, Thailand, Vietnam) and the USA, suggesting a hybrid/regional in-office model.

## Sources
1. [xendit.co](https://www.xendit.co/en/company/)
2. [xendit.co](https://www.xendit.co/en/careers/)
3. [xendit.co](https://www.xendit.co/en/)
4. [linkedin.com](https://www.linkedin.com/company/xendit)

## Other roles at Xendit

- [Market Expansion Lead - Financial Partnerships](https://feeny.ai/job/market-expansion-lead-financial-partnerships-xendit-hong-kong-singapore-3shvtker423g) — Hong Kong / Singapore
- [Senior Risk Analyst](https://feeny.ai/job/senior-risk-analyst-xendit-marikina-4ctjp7f8xq8v) — Marikina, Philippines
- [Solutions Engineer](https://feeny.ai/job/solutions-engineer-xendit-united-states-b12w9cv319z7) — United States
- [Senior Product Manager - Operational Journey](https://feeny.ai/job/senior-product-manager-operational-journey-xendit-jakarta-n8dwrdzq93az) — Jakarta, Indonesia
- [Senior Design System and Product Designer - Operational Journey](https://feeny.ai/job/senior-design-system-and-product-designer-operational-journey-xendit-jakarta-m9hwzsffhng3) — Jakarta, Indonesia
- [UX Designer - Developer Experience (DevEx)](https://feeny.ai/job/ux-designer-developer-experience-devex-xendit-jakarta-t2wzwn654fhz) — Jakarta, Indonesia
- [Full Stack Developer Intern](https://feeny.ai/job/full-stack-developer-intern-xendit-jakarta-06fvg4jk9n45) — Jakarta, Indonesia
- [Data / ML Automation Intern](https://feeny.ai/job/data-ml-automation-intern-xendit-jakarta-a84sx1hdt8f3) — Jakarta, Indonesia
- [FinOps Recons Associate](https://feeny.ai/job/finops-recons-associate-xendit-jakarta-bvdzfjsk148n) — Jakarta, Indonesia / Manila, Philippines
- [Customer Success Manager (Greater China)](https://feeny.ai/job/customer-success-manager-greater-china-xendit-hong-kong-kuala-lumpur-malaysia-4ekm3h3dwq79) — Hong Kong / Kuala Lumpur, Malaysia / Singapore / Taipei, Taiwan