Client Support Engineer

Remote (U.S.) — Full Time

The Cari Network is building a blockchain-based payment system powering real-time, 24/7 movement of digital money across the traditional finance and digital asset ecosystems. A pre-launch startup, we’re creating an entirely new category of financial infrastructure that brings cash on chain through tokenization while powering the full spectrum of payments for our network—banks, digital asset exchanges, and, most importantly, the customers they serve.

We are seeking a Client Support Engineer within the Business Operations team to run Cari’s Help Desk. You will be the technically-credible first responder that partner banks reach when something needs to be diagnosed or fixed, working tickets end-to-end and resolving the support queue. Given Cari's stage as a pre-launch startup, you will also help shape how the function operates over time, including the Help Desk runbooks and escalation paths to engineering.

About the Role

This is a hands-on role at the intersection of network operations, engineering, and exception management. The Client Support Engineer is the day-to-day technical point of contact for partner banks on routine and operational issues (connectivity, API behavior, operational questions) and working tickets end-to-end with a focus on fast, accurate resolution. This role is not suited to candidates expecting mature Help Desk operations given Cari’s stage as a pre-launch startup. The Client Support Engineer will also help shape how the function operates and scales over time, but the core measure of success is operating an efficient, reliable Help Desk day-to-day.

What You'll Do

Responsibilities may evolve with the company, but core areas include:

  • Be the Front Door for Partner Bank Support: Handle payment exceptions and support requests from partner banks — diagnose, troubleshoot, perform root cause analysis, and drive issues to resolution. This includes questions the Help Desk can close without escalation (e.g., connectivity, API behavior).

  • Run the Exception Queue: Proactively monitor for exception conditions and triage cases as they fire. Drive each case to closure: coordinate with partner banks through support channels, escalate to Engineering on complex technical issues, and confirm resolution. Run post-case reviews so the runbooks and detection logic sharpen after every exception.

  • Feed Learnings Back to Drive Continuous Improvement: Track recurring issue types, resolution patterns, and Help Desk volume; bring those signals to Engineering and Product on a regular cadence and advocate for the fixes, automation, and tooling that take work off the team. The goal is a Help Desk that gets smarter and leaner as the Network matures, not one that grows headcount proportionally with partner banks and transaction volumes.

  • Help Shape the Help Desk as it Scales: You will be a thought partner to Cari leadership on how partner bank support should evolve and help refine the operating model as the Network grows, including runbooks, ticketing structure, monitoring dashboards, and escalation paths.

Qualifications

  • U.S.-based, with ability to travel

  • Bachelor’s degree or equivalent practical experience

  • 3+ years in client-facing support engineering at a financial technology, payments, or financial infrastructure company — including hands-on experience supporting banks or financial institutions as clients

  • Demonstrated ability to handle complex customer support issues independently: API troubleshooting, root cause analysis, exception management — not just ticket triage and routing

  • Strong technical fluency: APIs (REST, Postman), monitoring systems (e.g., Grafana, Datadog), basic Linux command line, and networking concepts for client connectivity issues; configuration automation experience (Ansible, Chef, etc.) a plus

  • Strong written and verbal communication, including the ability to translate technical issues to bank stakeholders

  • Comfort operating in early-stage environments where management can be fluid, and where the work can be demanding, creative, and consequential

  • Experience with tokenized deposits, stablecoins, or shared-ledger payment networks, blockchain technology, or cryptocurrency is a significant plus

What We Offer

  • Competitive compensation: salary and equity

  • Full medical, vision, dental benefits

  • 401(k) with matching program

  • Flexible vacation policy (PTO) and remote-first work environment


Interested in this role? Send us your resume.

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