Technical Support Engineer (Tier 2) - Payments Team

New

VirtuousNonprofit SaaS

Remote, USAFull-TimeMiddle

Salary not disclosed

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Job Details

2+ years of experience in B2B SaaS Technical Support in a Tier 2 or equivalent escalation-focused role.
Hands-on experience supporting CRM platforms or complex SaaS applications, ideally involving payments, donations, or reconciliation workflows.
Experience collaborating with Engineering teams using 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, with the ability to test use cases and isolate issues methodically.
Comfort working with data, reports, and spreadsheets to support investigations.
Excellent written and verbal communication skills, especially when explaining technical concepts to non-technical users.
Strong organizational skills and the ability to manage multiple priorities simultaneously.

Handle escalated Tier 2 support tickets submitted via email and phone using Zendesk.
Troubleshoot payment processing issues across Virtuous Giving and Raise, including failed transactions, checkout errors, and webhook failures.
Manage payment gateway integrations, including diagnosing configuration issues for Stripe, Stax, Authorize.net, and PayPal.
Investigate and resolve reconciliation issues, including settlement timing, payouts, refunds, and chargebacks.
Validate potential product defects, document findings, and collaborate with Engineering through Jira.
Collect logs and account data to identify patterns, edge cases, or systemic issues.
Provide timely updates and workarounds to customers to ensure resolution of complex technical issues.

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