Technical Support Engineer

Role Overview

• 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

Requirements

• Foundation
• 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.
• Project Management
• Proven experience working with customers on long-term projects, keeping detailed status reports up to date, and confidently guiding external teams through complex processes.
• Context
• Deep understanding of HTTP protocol, RESTful APIs, proxies, and solid software troubleshooting skills, and the ability to understand our platform end-to-end.
• Payment Domain Knowledge
• Familiarity with the payments ecosystem (Acquirers, Issuers, Gateways) and compliance standards (PCI-DSS, SOC2) is a strong plus.
• Communication
• Upper-intermediate or higher English communication, written and spoken, including very clear and effective communication of technical content and project statuses.
• Coding
• experience with reading and debugging code in 1 or more programming languages (Python, Go, Java, or similar) is a strong plus.
• Self-Starter
• highly motivated to take on tasks, taking initiative to solve problems and help others, proactively communicating findings, ideas, and potential project blockers.
• Interactive
• enjoys talking to customers and team members alike, not hesitating to reach out and establish contact to drive projects forward.
• Passionate
• thrive on building or finding successful solutions and contributing to our constantly changing and improving process and delivery.
• Commitment
• dedication to self-improvement, improving the quality of the team for others, and therein contributing to the success of VGS.

Tech Stack

• Java
• Python
• Go

Benefits

• Flexible work hours and flexible PTO
• Competitive health benefits
• VGS stock options
• 401k plan, with employer matching 4% and immediate vesting (available only for US employees)
• Life & disability insurance
• Pre-tax flexible spending accounts, dependent and healthcare FSA (available only for US employees)
• Global parental leave program
• Employee Assistance Program
• Home Internet reimbursement
• New hire home office set-up allowance
• Professional learning reimbursement