Technical Support Engineer
Own technical customer support, incident communications, integrations, and network troubleshooting for a payment-tokenization platform. The role requires 5+ years of technical support or related experience, strong API and networking expertise, autonomy, and Pacific Time availability.
About the job
Responsibilities
- Serve as the senior decision-maker for the Support team during Pacific Time business hours, handling escalations, judgment calls, and approvals.
- Own incident and maintenance communications, including severity assessment, status-page updates, customer notifications, and ongoing updates through resolution.
- Set and coordinate maintenance windows based on customer traffic and regional load; negotiate timing with Engineering and notify client-facing teams.
- Coordinate Support-related migrations, deprecations, launches, and customer-specific rollouts; track dependencies and project status.
- Debug integrations and network issues using cURL and Postman, logs, and request tracing across VGS infrastructure, customer systems, and downstream gateways.
- Diagnose DNS, TCP/IP, routing, timeouts, connection resets, and TLS/SSL handshake failures.
- Resolve issues, develop workarounds, or create actionable engineering bug reports.
- Lead mid-tier and long-tail customer integrations from kickoff through go-live.
- Document complex investigations in internal runbooks or public documentation.
- Prepare and deliver customer training.
- Meet SLA and quality targets and participate in the weekend on-call rotation every third weekend.
Requirements
- 5+ years of experience in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management, including senior or lead experience.
- Experience owning customer-facing incident or maintenance communications.
- Strong written and verbal communication skills across customer, business, operations, product, and engineering contexts.
- Ability to operate autonomously and make decisions during assigned shifts.
- Strong command of HTTP, REST APIs, and proxies.
- Ability to independently debug DNS, TCP/IP, routing, connectivity, and TLS/SSL handshakes.
- English proficiency at C1 level or above.
- Willingness to work Pacific Time business hours on an ongoing basis.
Nice to Have
- Payments experience with acquirers, issuers, gateways, network tokenization, 3DS, PCI-DSS, or SOC 2.
- Ability to read and debug Python, Go, Java, or a similar programming language.
- Degree in Computer Science, Engineering, or Mathematics.
Skills
Http, REST APIs, Proxies, Curl, Postman, DNS, TCP/IP, Tls/Ssl, Python, Go, Java, Pci-Dss, SOC 2, 3Ds
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