Virtuous

Technical Support Engineer, Tier 2 – Payments Team

Virtuous

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

JuniorMid-Level

About the role

  • Handle escalated Tier 2 support tickets submitted via email and phone using Zendesk, with a strong focus on accuracy, ownership, and follow-through.
  • Troubleshoot payment processing issues end-to-end across Virtuous Giving and Raise, including failed transactions, donor checkout errors, payment method issues, webhook/notification-related failures, and discrepancies between platform and gateway outcomes.
  • Manage and support payment gateway integrations (such as: Stripe, Stax, Authorize.net, Paypal, etc..), including diagnosing configuration issues, validating credentials and connectivity, understanding gateway-specific behaviors, and identifying when issues originate in Virtuous vs. the gateway.
  • Investigate and resolve reconciliation issues, including settlement timing, payouts, refunds, chargebacks, and mismatched transaction records ensuring accurate reporting and customer confidence.
  • Meet and maintain performance metrics including response time, resolution time, ticket throughput, and CSAT.
  • Troubleshoot complex, non-standard issues by reproducing problems, analyzing data, and identifying root causes.
  • Investigate and validate potential product defects, document findings clearly, and collaborate with Engineering through Jira to drive resolution.
  • Collect logs, account data, and environmental details to identify patterns, edge cases, or systemic issues.
  • Propose creative and practical solutions or workarounds to help customers accomplish their goals—even when the product isn’t behaving as expected.
  • Manage customer expectations by providing timely updates, setting clear next steps, and communicating technical details in an understandable way.
  • Work closely with Customer Success to support customer health, retention, and overall experience.
  • Adapt to evolving responsibilities and priorities in a fast-paced, growing SaaS environment.

Requirements

  • 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 tools like 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.
  • A growth mindset and desire to continually improve both personally and professionally.
  • A sense of ownership, professionalism, and humor—you take your work seriously without taking yourself too seriously.
Benefits
  • Market competitive pay leveraging Carta data
  • Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
  • 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
  • We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
  • Supportive time off including paid volunteer days and company holidays
  • Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
  • 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
  • We pride ourselves on Community and host exciting company outings and events.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Tier 2 supportpayment processingpayment gateway integrationstroubleshootingreconciliationanalytical skillsdata analysistesting use casesconfiguration issuescustomer support
Soft skills
communication skillsorganizational skillsproblem-solvingownershipadaptabilitycollaborationcustomer health managementtime managementgrowth mindsetprofessionalism