Senior Technical Support Engineer, MeridianLink
$93-130k
Digital lending platform for every financial institution
Be an early applicant
Digital lending platform for every financial institution
501-1000 employees
Be an early applicant
$93-130k
501-1000 employees
Company mission
To accelerate and simplify workflows while helping community financial institutions grow, scale and serve their consumers and communities.
Role
Who you are
- Bachelor’s degree in Computer Science, Information Systems, or a related technical field; or equivalent hands-on experience in a software support, QA, or development-adjacent role
- 5+ years of experience in technical support, with a minimum of 2 years in a Tier 2 or Tier 3 capacity within a SaaS or fintech environment
- Proficient in SQL with demonstrated ability to write and execute complex queries for diagnostic purposes; experience with SQL Server preferred
- Demonstrated ability to read and navigate application code (C#, Java, Python, or similar) to understand business logic, trace execution paths, and identify defect candidates without full developer context
- Experience analyzing application logs, API payloads, and event streams to reconstruct failure sequences and identify root causes
- Working knowledge of credit application, loan origination, underwriting, and core banking processes as they relate to MeridianLink product behavior
- This position requires hands-on proficiency with SQL, application and API log analysis, and the ability to read and interpret source code across multiple languages
- Strong communication skills and a structured, investigative mindset are essential to succeeding in this role
What the job involves
- The Senior Technical Support Engineer is a highly specialized position serving as the deepest technical layer within MeridianLink’s Customer Support organization
- This role functions as a quasi-developer embedded in Support—bridging the gap between client-facing issue resolution and the Product and Engineering teams
- The Senior Technical Support Engineer reports to a Manager, Product and Client Support and is responsible for owning, analyzing, and resolving the most technically complex escalations that unable to be resolved by lower-level teams
- A critical function of this role is the triage and deflection of inbound Jira tickets that are incorrectly routed, investigating root causes through log analysis, database queries, and code inspection before any escalation occurs
- Serves as the final escalation point within Support for the most complex, technically ambiguous issues, owning resolution end-to-end, including communication to all internal and client stakeholders
- Investigates and triages inbound Jira tickets submitted to Product and Development, performing root cause analysis to determine whether issues represent bugs, configuration errors, data anomalies, or integration failures—deflecting tickets that can be resolved within Support
- Executes targeted SQL queries against client and application databases to diagnose data integrity issues, validate system behavior, and identify the source of discrepancies reported by clients or Tier 1/2 teams
- Analyzes application logs, API call logs, and integration event traces to reconstruct failure scenarios, isolate root causes, and produce clear technical summaries for Engineering and Product when escalation is warranted
- Reads and interprets source code (C#, SQL, JavaScript, Java, Python) to understand system behavior, validate expected outcomes, and identify defects or unintended logic without requiring developer assistance
- Authors detailed, structured Jira tickets when escalation to Product or Development is genuinely required, including reproduction steps, log excerpts, database findings, and a clear statement of support investigation performed
- Partners closely with Product Management and Engineering to communicate support- impact of known defects, advocate for prioritization of client-affecting bugs, and track resolution timelines
- Develops and maintains deep subject matter expertise across MeridianLink’s product suite, including LOS, consumer banking, and third-party integration frameworks (e.g., Authorize.net, Nautilus, core banking connectors)
- Leads internal knowledge transfer sessions for Support teams on newly released features, known defects, and technical workarounds; contributes to and reviews knowledge base articles for technical accuracy
- Participates in after-hours emergency on-call coverage rotation for critical production issues
- Mentors Tier 1 and Tier 2 Software Support Analysts, building the team’s technical diagnostic capability and reducing escalation volume over time
- Represents Support in cross-functional technical reviews, sprint planning input sessions, and Product roadmap discussions as a voice of the client and support organization
- Supports warm handoff transition calls from Professional Services project engagements, ensuring technical continuity as clients move into steady-state support
- Contributes to accomplishment of team and organizational support KPIs including deflection rate, escalation quality, and time-to-resolution on Tier 3 cases
- Performs other projects and duties as assigned
Our take
MeridianLink provides modern software platforms for financial institutions and consumer reporting agencies. Specifically, it powers digital lending and account opening for the former and data verifications for the latter.
The company has been trusted for over 20 years and has remained adaptable and open to change with the industry, such as its recent addition of engagement features that offer new ways to help financial services drive growth, reach target audiences and adjust campaigns to meet business and customer needs. It has therefore maintained a number of impressive customers, from BankPlus and American United to FirstBank and TwinStar.
Building on this track record, MeridianLink was recently acquired by Centerbridge Partners, marking an important step forward. Going private in this $2B deal gives the company flexibility to accelerate innovation, expand its platform, and leverage AI and data more effectively. With Centerbridge's support, MeridianLink is in a good position to strengthen its competitive edge and continue helping financial institutions grow in a rapidly evolving market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Company benefits
- Ongoing development: Continuous learning is essential to growth, and we’re committed to helping our employees thrive. You’ll have the opportunity to take part in job-specific training, monthly soft-skill sessions, and leadership classes designed to support your development at every stage.
- Access to executives: Have a good idea? Share it with peers, managers, or executives. Our leadership is approachable and actively involved in supporting your work.
- Health lifestyle: Healthy staff makes us happy. We support our team members with resources and programs that promote financial, physical, and mental health—encouraging balance, self-care, and a lifestyle that helps you feel your best every day.
- Celebrations: All work and no play makes for a dull day. We celebrate holidays, birthdays, work anniversaries, and other milestones with fun activities that bring us together. We also provide channels for employees to recognize and celebrate each other’s achievements, making appreciation a regular part of our culture.
- Community partnering: Take a day off with pay to volunteer where it matters most to you or join the company in various community service projects throughout the year.
Company HQ
Irvine Technology Center, Irvine, CA
Leadership
Larry Katz
(CEO)Larry joined MeridianLink in 2023 as CFO and became CEO in 2025. Prior to this, they were the CFO at StubHub and Genesys as well as a Managing Director at JPMorgan Chase & Co. for 15 years.
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