Tier 2 Technical Support Agent

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

📋 Description

• Act as the escalation point for Tier 1 technical support queries.

• Diagnose issues related to payment gateway, API, webhook, tokenization, and transaction processing.

• Evaluate logs, API requests, and transaction data to determine root causes.

• Work collaboratively with Engineering, QA, and Product teams to address and resolve issues.

• Support merchants and partners with integration processes, SDK configuration, and best practices.

• Revise internal documentation and enhance knowledge base resources.

• Provide feedback on recurring issues to product teams.

• Participate in on-call rotation as necessary.

• Undertake additional responsibilities as assigned by leadership to further departmental and organizational goals.

⛳️ Requirements

• 2–4 years of experience in technical support or client-facing engineering roles.

• In-depth knowledge of REST APIs, JSON, authentication mechanisms, and webhooks.

• Familiarity with payment processing concepts, including settlement, chargebacks, tokenization, and PCI compliance.

• Proficient with tools such as Postman, Splunk, or similar debugging platforms.

• Experience using ticketing systems such as Zendesk, Jira, or Salesforce.

• Solid understanding of payment fee structures, transaction lifecycle processes, and industry-standard payment processing practices.

🏝️ Benefits

• Comprehensive medical, dental, vision, and life insurance plans to ensure the well-being of you and your family.

• Employees receive 15 paid vacation days, 5 paid sick days, and 1 paid personal day each year.

• Employees have the opportunity to take part in our Employee Share Program (Ticker: CSU.TO).