Technical Support Engineer
California, Colorado, Connecticut, Florida, Illinois, New York, North Carolina, Oregon, Texas, Virginia, and WashingtoFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Upper-intermediate or higher English communication
- Experience
- At least 5 years
- Required Skills
- PythonJavaGoRESTful APIs
Requirements
- At least 5 years of relevant work experience in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management.
- A bachelor's degree in Computer Science, Technology, Engineering, or Math, or relevant experience.
- Proven experience working with customers on long-term projects, keeping detailed status reports up to date, and confidently guiding external teams through complex processes.
- Deep understanding of HTTP protocol, RESTful APIs, proxies, and solid software troubleshooting skills, and the ability to understand our platform end-to-end.
- Familiarity with the payments ecosystem (Acquirers, Issuers, Gateways) and compliance standards (PCI-DSS, SOC2) is a strong plus.
- Upper-intermediate or higher English communication, written and spoken, including very clear and effective communication of technical content and project statuses.
- Experience with reading and debugging code in 1 or more programming languages (Python, Go, Java, or similar) is a strong plus.
- Highly motivated to take on tasks, taking initiative to solve problems and help others, proactively communicating findings, ideas, and potential project blockers.
- Enjoys talking to customers and team members alike, not hesitating to reach out and establish contact to drive projects forward.
- Thrive on building or finding successful solutions and contributing to our constantly changing and improving process and delivery.
- Dedication to self-improvement, improving the quality of the team for others, and therein contributing to the success of VGS.
Responsibilities
- Manage long-term integration projects with our customers, ranging from Fintech startups to Fortune 100 clients, to understand and resolve their integration and operational requests.
- Act as the primary coordinator between internal VGS development teams and the customer's technical staff, ensuring alignment and that no tasks or dependencies are forgotten.
- Maintain up-to-date project trackers, spreadsheets, and task boards to accurately reflect current integration statuses for both internal stakeholders and customers.
- Triage customer issues, perform deep-dive debugging (reviewing logs, reproducing issues via cURL/Postman), and resolve or find workarounds.
- Create and update internal and public-facing documentation based on findings from request investigations and project milestones.
- Communicate via email, chat, or video conferencing with customers to provide "Very Good" service experiences.
- Prepare and deliver customer training, including developing training materials if they do not already exist.
- Submit and comment on bug reports and feature requests based on customer interactions.
- Engage with the development team to create new feature requests, escalate bugs, solve problems, or obtain missing information.
- Understand and deliver on team metrics and KPIs, prioritizing ticket quality, fast resolution times, and high focus on customer satisfaction.
- Meet or exceed SLA times consistently.
- Reliably respond to on-call emergencies and participate in on-call support rotation as needed
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