Customer Support

• Handles complex inbound and outbound requests, servicing a broader customer service base; selects and explains the best solution to solve technical support inquiries
• Provides exceptional service utilizing available resources and tools
• Documents every client service inquiry and issue for tracking purposes
• Communicate operational concerns to clients with a clear timeline for resolution
• Identify and communicate trends across the department
• Maintains in-depth knowledge of all products and services to effectively address client concerns
• Use problem-solving skills and work with internal and external resources to analyze data and determine the root causes of issues
• Resolve complex product and service inquiries or fulfill second-level service requests, including adjustments; select corrective processing execution method or explain the best solution to resolve all client requests; escalate as appropriate
• Meets performance expectations by achieving established goals and objectives such as quality and productivity measures
• Conduct basic training on products and services as needed for incoming peers
• Contributes to team effort by growing as a lead for complex client service inquiries and departmental objectives

Support Specialist, Bilingual – English/Spanish

Customer Success Manager

• Design and grow the Customer Success & Implementation organization, setting the structure, playbooks, and operating rhythms needed to scale efficiently across regions and segments.
• Recruit, develop, and inspire top talent across Solution Engineering, Project Management, Launch, and Professional Services.
• Establish a culture of technical excellence, ownership, and accountability, underpinned by continuous improvement and measurable partner impact.
• Oversee solution design, onboarding, and go-live execution for new partners, ensuring seamless integrations, predictable timelines, and frictionless adoption.
• Embed strong project management discipline and cross-functional collaboration to accelerate time-to-live and partner time-to-revenue.
• Ensure partners experience a high-touch, consultative journey - one that simplifies technical complexity and sets them up for long-term success at scale.
• Operate a closed-loop feedback mechanism between partners and internal teams to identify product gaps, friction points, and opportunities for improvement.
• Translate partner needs into actionable insights for Product and Engineering, ensuring partner experience drives roadmap prioritization and solution evolution.
• Partner with Support and Partner Success teams to strengthen post-launch adoption and engagement.
• Partner with Sales leadership to align pre-sales solutioning with downstream implementation success, enabling faster go-live and higher retention.
• Drive measurable improvements in activation rates, onboarding time, partner satisfaction (NPS/CSAT), and attach-driven revenue outcomes.
• Define, implement, and continuously refine methodologies, tools, and KPIs that measure onboarding speed, delivery quality, and partner impact.
• Leverage data and insights to optimize internal workflows, forecast resourcing needs, and identify opportunities for automation and efficiency.
• Ensure consistent excellence and repeatability across all projects and partner interactions.

Director of Customer Success – Implementation

Backend Engineer

• Design, build, and maintain backend services and APIs with a focus on scalability, maintainability, and performance.
• Participate in technical discussions, code reviews, and knowledge sharing to drive best practices.
• Actively mentor and support the growth of other engineers through collaboration and example.
• Work with developers and QA to design solutions that align with product team requirements.
• Support monitoring, troubleshooting, and performance optimization across systems.
• Contribute to the evolution of CI/CD pipelines and observability tooling.
• Stay current with emerging technologies and bring forward ideas to improve team efficiency and product reliability.

Senior Software Engineer, PHP

QA Engineer

• Manage certification projects, prioritizing tasks based on urgency and importance.
• Accurately interpret and execute certification tests provided by the financial institutions
• Collaborate with development teams, and analysts from financial institutions to resolve issues from certification testing.
• Record key project data and maintain detailed documentation.
• Maintain communication with stakeholders and provide timely project updates.

L3 Certification Analyst – EMV Software Tester

• Manage relationships with external tax advisors, regulatory bodies, and auditors
• Oversee and manage all domestic and international compliance, including filings for income tax, sales and use tax, and Value Added Tax (VAT)
• Provide proactive tax advice to support new and existing products, cross-border transactions, and channel/go-to-market strategies
• Evaluate tax implications of pricing and revenue models in a multi-jurisdiction environment
• Provide guidance and leadership over tax focused initiatives, ensuring quality of deliverables across external and internal teams
• Serve as the primary contact for all tax-related inquiries ensuring timely filings and audit readiness
• Own annual tax provision requirements (ASC740) and related financial statement disclosures
• Support and develop a process for managing external PBC requests and establish and maintain a clear tax calendar to ensure all deadlines are met
• Develop financial modeling in support of tax planning and initiatives

Senior Manager, Tax

DevOps Engineer

• Lead maintenance and operations for production and development environments, including patching, deployments, and server management
• Ensure high reliability and performance of services, proactively resolving incidents before customer impact
• Participate in 24x7 on-call rotations and drive post-incident reviews and blameless post-mortems
• Architect and implement complex solutions spanning OS, virtualization, network, storage, and cloud layers
• Coordinate on-site deployments in colocation facilities (server/storage installation, decommissioning, and troubleshooting)
• Lead automation initiatives for infrastructure provisioning and operational tasks
• Design and maintain tooling for observability using OSS and commercial platforms (Grafana, Prometheus, ELK)
• Partner with product, security, and engineering teams to deliver infrastructure that meets compliance, performance, and scale requirements
• Continuously improve SRE/DevOps practices, driving documentation quality, operational maturity, and agility

Staff DevOps/Infrastructure Engineer

Solutions Engineer

• Collaborate with Business Development Managers and Channel Account Managers to assess and qualify customer requirements and scope tailored solutions.
• Recommend tailored solutions, identify opportunities for product extensions, and evaluate feasibility of customer-specific requests requiring development work.
• Proactively identify challenges and propose viable technical solutions.
• Document customer use cases, solution designs, and onboarding plans; deliver architectural diagrams, system workflows, and configuration recommendations.
• Ensure alignment across Sales, Partner Launch Managers, and Customer Account Managers for seamless handover and plan customer training needs.
• Provide tailored demonstrations of the NMI platform and develop bespoke training content for ISVs, ISOs, and partners.
• Support Sales in responding to RFPs and coordinate with Product, Engineering, and Security; raise and track product enhancement requests and relay feedback to Product.
• Stay current on product updates, maintain partner technical enablement, and represent NMI at industry events.

Solutions Engineer, Fintech/Payments

Full-stack Engineer

• Serve as the lead engineer for the Extensions team, balancing hands-on coding with technical leadership.
• Write, review, and maintain high-quality, production-grade code in C# and PHP.
• Define and evolve the architecture of services and applications to ensure scalability, maintainability, and performance.
• Introduce tools, frameworks, and practices to improve developer experience and productivity.
• Advocate for “you build it, you run it” culture and ensure team owns end-to-end lifecycle of software.
• Mentor and coach engineers, guide planning and estimation, and break down complex technical work.
• Communicate complex technical concepts to varied stakeholders and shape long-term technical strategy with leadership.
• Identify risks and opportunities in technical direction and recommend solutions; influence engineering practices across the organization.

Staff Engineer/Tech Lead, FinTech

• NMI is looking for a passionate Senior Software Engineer to join our Development team as a result of NMI’s continued growth and investment in the underlying systems.
• As a senior developer with strong experience in C# and/or PHP, you will join a team of industry-leading experts that are talented, ambitious and want to drive the continued development of our payment processing services. Our developers are responsible for software services and deliverables that support the processing of billions of transactions for hundreds of thousands of merchants every year. These applications have to be efficient, reliable, redundant, secure, highly-available and scalable. A background in the development of accounting or billing systems is preferred for this specific role.
• Key Responsibilities: Design, develop, and maintain core billing and invoicing systems using C# and PHP technologies; Take ownership of architectural and design decisions for billing system components; Lead technical discussions, participate in code reviews, and drive best practices in maintainability and performance; Actively mentor and support the growth of junior team members; Lead improvements to CI/CD pipelines and development processes; Implement monitoring, logging, and alerting systems to proactively identify and resolve issues; Optimize database queries and system architecture to handle growing merchant and transaction volumes; Implement robust security measures to protect sensitive payment and merchant data and ensure compliance with PCI DSS standards; Communicate project status, risks, and technical decisions effectively to both technical and non-technical stakeholders; Collaborate closely with Product Owners, Developers, and QA teams to ensure successful product releases; Proactively identify, assess, and mitigate risks, including security risks, throughout the software development lifecycle; Provide feedback and resolutions to escalated support issues; Research and evaluate new technologies and methodologies to improve system performance and developer productivity
• Skills and experience: Bachelor’s degree in Computer Science or equivalent experience; Minimum of 5 years of experience developing complex software applications in a collaborative, agile environment; Advanced proficiency in C# and/or PHP, with strong understanding of object-oriented design principles and design patterns; Advanced experience with database design, optimization, and performance tuning; Strong knowledge of security and compliance best practices (e.g. OWASP, PCI); Excellent communication skills, with a proven ability to mentor others, contribute to a strong team culture, and work with others across teams to move projects forward; Experience designing and architecting scalable, distributed systems with consideration for performance, reliability, and maintainability; Ability to translate complex business requirements into technical solutions; Proven track record of code reviews and maintaining code quality standards; Proven ability to understand, debug, and enhance complex existing systems with limited documentation and evolving requirements; Experience with logging systems (such as Logz.io) and optimizing logs preferred; Experience with containerization (e.g. Kubernetes, Docker, etc.) preferred; Experience with monitoring and alerting systems (e.g. DataDog, NewRelic, etc.) preferred; Experience with CI/CD pipelines, automated testing, and deployment processes preferred

Senior Software Engineer, C#/PHP

Manager

• As a key member of the NMI Payments Operations team, the Payments Partner Launch Manager (PPLM) is responsible for initiating partner setup and delivering comprehensive training to ensure a seamless launch for newly signed payments partners. This role focuses on creating an exceptional partner experience, ensuring partners are fully equipped to implement and maximize NMI’s Payments and Gateway solutions.
• The PPLM drives partner adoption of NMI’s solutions and technology, accelerating time to launch and enabling long-term success. Acting as both an operational and go-to-market consultant, the PPLM is skilled in hands-on demonstrations of NMI systems and adept at providing sales enablement tools, training, and resources. This role also focuses on teaching value-based and solution-based selling strategies to showcase the benefits of NMI’s flexible, modular products.
• Roles & Responsibilities
• Onboarding and successfully launching new NMI partners.
• Enable partners to quickly realize the value of NMI solutions, driving engagement, accelerating time to revenue, and ensuring an exceptional experience.
• Demonstrate expertise in the NMI Gateway, partner and merchant portals, and the NMI Payments solution.
• Deliver impactful training sessions and engaging product demos that expand partner knowledge and strengthen mindshare.
• Manage a portfolio of partner onboarding(s) to successful outcomes, optimizing speed to revenue, portfolio growth, and time to value.
• Continuously review and refine internal processes, enablement strategies, and customer experience tactics to improve partner satisfaction.
• Stay current and knowledgeable on all NMI products, software, and services.
• Maintain accurate and timely records for reporting sales and account management activities via written, oral, and system-based tools.
• Perform additional responsibilities and duties as required to support business needs.

Partner Launch Manager, Payments/Acquiring

• Lead a high-performing PHP development team, fostering a culture of collaboration, innovation, and continuous learning.
• Mentor engineers, conduct code reviews, and guide the adoption of best practices in software engineering.
• Partner with cross-functional teams to translate business requirements into robust technical solutions.
• Define and evolve the architecture of PHP-based services and applications to ensure scalability, maintainability, and performance.
• Establish and enforce coding standards, design principles, and architectural guidelines.
• Drive the adoption of modern frameworks, tools, and methodologies.
• Lead the design, development, and deployment of mission-critical PHP applications and platform components.
• Ensure high-quality, maintainable code through peer reviews, automated testing, and CI/CD pipelines.
• Collaborate with DevOps/SRE teams to optimize application reliability and performance.
• Work with SRE to maintain and improve system uptime, scalability, and latency targets.
• Drive performance analysis, tuning, and optimization efforts.
• Implement and uphold security best practices for PHP applications and supporting infrastructure.
• Advocate for process improvements, automation, and modern engineering practices.
• Stay informed on emerging trends in PHP, backend development, cloud services, and DevOps tooling.
• Lead proof-of-concept initiatives for new technologies and frameworks.

Staff Engineer (Tech Lead)

People Operations

• Support global workforce across US, Canada, UK, South Africa and Australia in employee relations, culture initiatives, and benefits administration
• Serve as trusted business partner to department heads ensuring consistent People practices across locations
• Remote-first with East Coast US timezone; collaborate across UK, Canada, and US
• Manage employee relations processes globally including investigations, disciplinary matters, and policy interpretation
• Develop culture and engagement initiatives; organize volunteering week; team events
• Support performance management processes and provide training to supervisors
• Manage benefits administration across multiple countries, with focus on US open enrollment
• Partner with benefits vendors; maintain data integrity