Technical Support Engineer – Tier 2, Payments Team

This is a fully remote position, open to applicants in United States.

📋 Description

• Address escalated Tier 2 support tickets through email and phone utilizing Zendesk.

• Diagnose payment processing challenges across Virtuous Giving and Raise, such as transaction failures, checkout issues, payment method complications, webhook/notification breakdowns, and discrepancies between platform and gateway.

• Oversee and assist with payment gateway integrations, troubleshooting configuration, credentials, connectivity, and issues specific to gateways.

• Examine and resolve reconciliation challenges related to settlement timing, payouts, refunds, chargebacks, and inconsistencies in transaction records.

• Achieve performance benchmarks including response time, resolution time, ticket volume, and customer satisfaction (CSAT).

• Reproduce intricate issues, analyze data, and determine root causes.

• Investigate and confirm potential product defects while documenting findings.

• Work collaboratively with the Engineering team through Jira to facilitate defect resolution.

• Gather logs, account details, and environmental information to detect patterns, edge cases, and systemic problems.

• Suggest practical solutions and workarounds.

• Deliver timely updates to customers, outline clear next steps, and provide comprehensible technical explanations.

• Collaborate with Customer Success to enhance customer health, retention, and overall experience.

• Adjust to changing responsibilities in a dynamic SaaS environment.

⛳️ Requirements

• A minimum of 2 years of experience in B2B SaaS Technical Support in a Tier 2 or similar escalation-focused capacity.

• Practical experience in supporting CRM platforms or intricate SaaS applications, preferably involving payments, donations, or reconciliation processes.

• Proven experience collaborating with Engineering teams utilizing tools such as Jira.

• Familiarity with ticketing systems like Zendesk, Intercom, or Freshdesk.

• Knowledge of payment processors including Stripe, Stax, Authorize.net, PayPal, or comparable platforms.

• Strong analytical and problem-solving abilities, with a methodical approach to testing use cases and isolating issues.

• Comfortable working with data, reports, and spreadsheets.

• Exceptional written and verbal communication skills, particularly in conveying technical concepts to non-technical audiences.

• Strong organizational skills with the capability to manage multiple priorities at once.

• A growth mindset and a commitment to ongoing personal and professional development.

• A sense of ownership, professionalism, and a good sense of humor.

• General understanding of APIs, HTML, and CSS for troubleshooting and investigation purposes.

• Familiarity with donor giving flows, reconciliation, or financial reporting processes.

• Experience in investigating potentially fraudulent card spinning activities.

• Experience in modifying Cloudflare firewall settings/rules to mitigate undesirable traffic.

• Current authorization to work in the United States and any visa sponsorship requirements must be addressed in the application.

🏝️ Benefits

• Competitive market pay based on Carta data.

• Employee recognition through Bonusly for birthdays, anniversaries, achievements, and more.

• 401(k) retirement plan with company matching—50% match up to 6% of compensation after 90 days.

• Unlimited paid time off (PTO).

• Paid volunteer days and company holidays.

• Employer-sponsored medical, dental, and vision coverage, including dependent plans.

• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

• 12 weeks of primary parent leave and 4 weeks of secondary parent leave at full pay, including adoption.

• Company outings and events.