Technical Support Engineer (Tier 2) - Payments Team

Role overview

A Tier 2 Technical Support Engineer is needed on the Payments Team of a nonprofit-focused SaaS company. The role centers on resolving escalated customer issues tied to online giving, payment processing, and reconciliation, partnering closely with Engineering and Customer Success to keep donor transactions reliable. It suits someone who enjoys deep troubleshooting, communicates empathetically with non-technical customers, and thrives in a fast-moving environment.

Responsibilities

- Own escalated Tier 2 tickets arriving via email and phone through Zendesk, with a focus on accuracy, ownership, and consistent follow-through. - Diagnose end-to-end payment processing issues across an online giving platform, including failed transactions, donor checkout errors, payment method failures, webhook problems, and discrepancies between the platform and gateway outcomes. - Support payment gateway integrations such as Stripe, Stax, Authorize.net, and PayPal, including credential validation, connectivity checks, configuration troubleshooting, and identifying whether an issue originates with the platform or the gateway. - Investigate reconciliation problems involving settlement timing, payouts, refunds, chargebacks, and mismatched transaction records to ensure accurate reporting. - Meet performance metrics for response time, resolution time, ticket volume, and customer satisfaction scores. - Reproduce complex issues, analyze data, identify root causes, and document findings clearly for collaboration with Engineering through Jira. - Propose practical workarounds and communicate technical details in plain language to non-technical users, while managing expectations throughout each case.

Requirements

- 2+ years of B2B SaaS technical support experience in a Tier 2 or equivalent escalation-focused role. - Hands-on background supporting CRM platforms or complex SaaS applications, ideally involving payments, donations, or reconciliation workflows. - Experience collaborating with Engineering teams through tools like Jira. - Proficiency with ticketing systems such as Zendesk, Intercom, or Freshdesk. - Familiarity with payment processors including Stripe, Stax, Authorize.net, PayPal, or similar platforms. - Strong analytical and troubleshooting skills, comfort working with data and spreadsheets, and excellent written and verbal communication.

Nice to have

- Working knowledge of APIs, HTML, and CSS for investigation and troubleshooting. - Familiarity with donor giving flows, reconciliation, or financial reporting workflows. - Experience investigating potentially fraudulent card-testing activity. - Experience adjusting Cloudflare firewall rules to block undesirable traffic.

Benefits and work setup

- Market-competitive compensation. - Employee recognition program covering birthdays, anniversaries, and achievements. - 401(k) retirement plan with 50% company match up to 6% of compensation after 90 days. - Unlimited paid time off, plus paid volunteer days and company holidays. - Employer-contributed medical, dental, and vision coverage with HSA and FSA options and dependent plans. - 12 weeks of fully paid primary parental leave and 4 weeks of secondary parental leave, including adoption. - Team events and company outings that foster a strong community culture.