Technical Support Engineer

New

VGSPayment Tokenization

United States / Canada, PT business hours; weekend on-call Saturday and Sunday 8:00–20:00 PTFull-TimeSenior

Salary80,000 - 110,000 USD per year

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Job Details

5+ years in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management.
Experience in a senior or lead capacity.
Proven experience owning customer-facing incident or maintenance communication.
Strong command of HTTP, REST APIs, and proxies.
Independent network debugging skills: DNS, TCP/IP, routing, connectivity, TLS/SSL handshakes.
Excellent written and spoken English (C1 or above).
Strong internal communication skills for translating between technical and business stakeholders.
Ability to work with autonomy and serve as the primary decision-maker during PT business hours.
Willingness to work on a weekend on-call rotation.
Payments background (acquirers, issuers, gateways, network tokenization, 3DS, PCI-DSS) is a plus.
Ability to read/debug code in Python, Go, or Java is a plus.
Computer Science, Engineering, or Math degree is a plus.

Serve as the senior decision-maker for the Support team during PT business hours, handling escalations and judgment calls.
Own incident and maintenance communications, assessing severity and managing public status page updates.
Set and coordinate maintenance timing based on customer traffic patterns and regional load.
Coordinate multi-team projects such as migrations, deprecations, and launches.
Debug network and integration issues including DNS, TCP/IP, routing, and TLS/SSL handshakes using cURL and Postman.
Drive mid-tier and long-tail customer integrations from kickoff to go-live.
Create and maintain internal runbooks or public documentation for investigations.
Prepare and deliver technical customer training.
Participate in a weekend on-call rotation every 3rd weekend.

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