[Hiring] Payment Operations Engineer @Caliza

Role Description

Caliza moves money across fiat payment rails in the Americas, Europe and Asia, including Fedwire, ACH, SPEI, SEPA and CNAPS, as well as blockchains. Most payments flow through automatically. When one doesn't, our customers need someone who can work out exactly what happened, explain it clearly, and get it resolved.

That's this role. When a customer asks "where's my payment?", you'll own the answer. You'll follow the payment from their API call, through our internal systems and ledger, out to our partner banks, the payment rail or the blockchain, and back. Then you'll explain what you found to the customer, push the bank for answers when needed, and hand our engineers a precise problem when something is genuinely broken.

You don't need to be an expert in every system a payment touches, but you need to be able to follow one through all of them. You're comfortable reading logs, querying a database and decoding a bank message, and equally comfortable explaining what you found to a customer, a bank or an engineer. You'll build a deep understanding of how our rails really behave over time; we'll teach you the Caliza-specific parts.

Location: Europe, Africa, or Asia. You'll be based there so customers get help during their working hours, but the role covers every rail we operate, not just the ones in your region. Professional English required.

In your first six months, you'll:

• Learn how payments flow through Caliza end to end, across fiat rails and stablecoins.
• Within three months, understand all of our rails well enough to handle most customer payment issues on your own, whichever rail they're on.
• Own customer payment investigations during your hours, across every rail, keeping customers informed from first message to resolution.
• Write runbooks for the issues you see most, so the rest of the team can rely on them.
• Build at least one tool or automation that measurably reduces manual work.

What you'll be doing:

• Be the technical point of contact for customers with payment problems, especially when the answer isn't obvious.
• Answer technical API questions from live customers, such as failed webhooks, error codes or unexpected payment statuses.
• Trace payments across our API, internal systems, ledger, partner banks, rails and blockchain to find where things stand and what happens next.
• Tell expected behavior from a real bug, and escalate to engineering with clear evidence when it's a bug.
• Work with partner banks and providers on investigations, returns and recalls.
• Support compliance with information requests about specific payments.
• Tag the root cause of each issue so we can fix the most common ones for good.
• Review new rails and corridors before launch, bringing an operational view of how they'll fail.
• Write SQL queries and scripts to automate repetitive work.

Qualifications

• 3+ years in a technical, customer-facing role at a fintech, payments company, bank or API-first business, such as technical support, payment operations or implementation.
• A solid understanding of how payments work: statuses, settlement, cutoffs, finality, returns and recalls.
• Comfort reading JSON API requests, logs and webhooks.
• Working SQL, and some scripting in Python or similar.
• Hands-on experience using AI tools in your daily work, for scripting, investigation or documentation.
• A methodical approach to investigations: you form hypotheses and check them, rather than guessing.
• Clear, calm communication with customers, especially when the full answer isn't known yet.
• Comfort with high autonomy and ambiguity in a fast-moving, remote startup.

Requirements

• Hands-on experience with any of our rails: Fedwire, ACH, SPEI, SEPA (SCT and SCT Inst) or CNAPS.
• Familiarity with ISO 20022 payment messages (e.g. pacs.002, pacs.004, camt.053, camt.056).
• Experience with stablecoins, crypto wallets or block explorers.
• Experience working with partner or sponsor banks on investigations.
• Familiarity with double-entry accounting and reconciliation.

Benefits

• Health coverage.
• Paid time off and holidays.
• Home office or equipment allowance.
• Professional development budget.
• In-person team offsites.