Technical Support Engineer (Tier 2) - Payments Team

2+ years of experience in B2B SaaS Technical Support in a Tier 2 role. Hands-on experience supporting CRM platforms or complex SaaS applications involving payments, donations, or reconciliation workflows. Experience collaborating with Engineering teams using tools like Jira. Experience using ticketing systems such as Zendesk, Intercom, or Freshdesk. Familiarity with payment processors such as Stripe, Stax, Authorize.net, PayPal, or similar platforms. Strong analytical and troubleshooting skills. Comfort working with data, reports, and spreadsheets. Excellent written and verbal communication skills. Strong organizational skills and ability to manage multiple priorities.

Handle escalated Tier 2 support tickets via email and phone using Zendesk. Troubleshoot payment processing issues across Virtuous Giving and Raise. Manage and support payment gateway integrations (e.g., Stripe, Stax, Authorize.net, Paypal). Investigate and resolve reconciliation issues including settlement timing, payouts, refunds, chargebacks, and transaction discrepancies. Meet and maintain performance metrics (response time, resolution time, throughput, CSAT). Troubleshoot complex, non-standard issues by reproducing problems and analyzing data. Investigate and validate potential product defects and collaborate with Engineering via Jira. Collect logs, account data, and environmental details to identify patterns or systemic issues. Propose creative and practical solutions or workarounds. Manage customer expectations by providing timely updates and clear communication. Work closely with Customer Success to support customer health and retention. Adapt to evolving responsibilities and priorities in a fast-paced SaaS environment.