ROI Solutions

Support Engineer

• Develop deep, working knowledge of our products as they operate in real customer environments
• Own complex customer issues escalated beyond L1/L2 support
• Diagnose ambiguous or emergent product behavior involving configuration and permissions, data pipelines and integrations, and third-party vendor systems
• Drive issues to resolution end-to-end, including workarounds and follow-ups
• Own ongoing relationships with payment processing partners and serve as the primary point of contact for expected behavior and integration clarifications
• Advocate internally with vendor contacts to ensure our integrations remain supported and our needs are understood
• Oversee the operational health of cross-client uploads and data integrations
• Contribute to product documentation and maintain integration documentation
• Identify recurring issues, friction points, and integration risks

Product Support Engineer