About Acclaim

Acclaim is building the financial infrastructure that powers the global insurance industry.

Insurance companies move billions of dollars every year across claims, premiums, commissions, and reimbursements, yet much of the underlying financial infrastructure remains fragmented and manual. We're building a modern platform that helps insurers move money globally, manage treasury, and automate financial operations.

We're an early-stage company with experienced founders, growing customers, and the opportunity to define the future of insurance payments.

About the role

We're looking for a Technical Support Engineer to keep customers' insurance payment operations moving. You'll resolve technical issues across Acclaim's API-first collections, payouts, treasury, FX, and reconciliation workflows, and help improve the reliability and usability of the platform.

You'll own cases from intake through verified resolution. Routine API, webhook, configuration, and payment-status issues should be ones you can diagnose on your own, with reproducible evidence and a timely escalation when the issue is a platform defect or a financial discrepancy.

This is a hands-on, customer-facing role for someone who debugs methodically, explains what is known and what is still uncertain, and treats access controls and financial accuracy as part of the fix.

Who you'll work with

You'll work directly with customers and collaborate closely with the founders, Engineering, and payment operations. You'll partner with those teams on escalations, incidents, and the product fixes that stop the same issues from coming back.

What you'll do

• Own technical cases from intake through diagnosis, resolution verification, and follow-up, with a clear owner and next action throughout.
• Trace collections and payouts through processing, settlement, returns, and failures, and investigate treasury balances, FX, and reconciliation discrepancies with the right operations owner.
• Diagnose REST API requests, authentication, permissions, HTTP errors, idempotency, rate limits, webhook signatures, retries, and duplicate or out-of-order events.
• Correlate request and transaction identifiers across logs, monitoring, read-only queries, and code to separate integration errors, configuration issues, provider delays, and platform defects.
• Escalate by impact and urgency with evidence, partner with Engineering and providers, and communicate confirmed facts and the next update time until the customer is recovered.
• Maintain customer guidance and internal playbooks so investigations stay consistent and customers can self-serve.
• Turn recurring failures into product feedback, root-cause follow-up, and reviewed scripts or tools, and measure the effect on case volume or handling time.
• Protect payment integrity: use approved access, redact sensitive diagnostics, and get authorized review before any replay, retry, or adjustment that could move funds or change financial records.

What success looks like

Within your first year, you'll have:

• Given customers clear ownership, accurate next steps, and predictable updates through technical cases and incidents.
• Independently resolved routine API, webhook, configuration, and payment-status issues, and escalated platform defects and financial discrepancies with reproducible evidence.
• Put a documented support operation into use, including severity definitions, coverage, escalation routes, case standards, and monthly performance reporting.
• Published troubleshooting playbooks for collections, payouts, treasury, FX, reconciliation, and common integration failures, and kept them current as the platform changes.
• Reduced recurring issues through shipped product fixes, clearer integration guidance, and at least one adopted support automation.

What we're looking for

• 3+ years in technical support engineering, production support, software engineering, or comparable experience owning technical cases independently.
• Practical knowledge of REST APIs, HTTP, JSON, authentication, and webhooks, including reproducing behavior with cURL or Postman.
• Experience diagnosing production issues with logs, monitoring, and request tracing, and the ability to read application code and separate evidence from assumptions.
• Working SQL knowledge and the ability to investigate relational data safely with approved read-only access.
• Ability to write and maintain small scripts or utilities, validate their output, and follow review and access controls.
• Clear written and verbal communication with customers and internal teams, sound incident prioritization, and reliable follow-through across concurrent cases.

Nice to have

• Payments, fintech, insurance technology, or other transaction-heavy experience, including collections, payouts, settlement, treasury, FX, or reconciliation.
• Familiarity with ACH, wires, cross-border payment flows, payment provider APIs, and asynchronous or distributed systems.
• Experience with incident coordination, root-cause analysis, knowledge bases, and support automation.
• Experience with PHP/Symfony, AWS, or similar backend and cloud environments.

Why Acclaim

Joining Acclaim means helping build foundational infrastructure for one of the world's largest industries.

You'll have the opportunity to:

• Keep insurance payment operations running for customers who depend on them.
• Work across collections, payouts, treasury, FX, and reconciliation.
• Work directly with experienced founders, Engineering, and payment operations.
• Turn repeated investigations into documentation, product fixes, and automation.
• Help define how Acclaim supports customers as the platform scales.

If you're energized by debugging real payment issues, explaining what you find, and staying with a case until it is verified, we'd love to meet you.

Equal opportunity

Acclaim is an Equal Opportunity Employer. We are committed to building a diverse and inclusive workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.