V
Virtuous
Technical Support Engineer (Tier 2, Payments Team)
Skills
.NETJiraCRM
2 months ago
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Important information
Contract type:
Permanent
Location:
United States
Work mode:
Onsite
Published on:
5 September 2026
What they need
- As a Technical Support Engineer (Tier 2) on the Payments Team at Virtuous, you play a critical role in delivering high-quality support to our customers while serving as a key escalation point for payment processing, online giving, and reconciliation issues
- You will develop deep expertise across Virtuous CRM+ and Raise, diagnose complex technical and workflow challenges, and partner closely with Engineering and Customer Success to drive timely, effective resolutions that protect donor trust and customer confidence
- 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, Auth.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- This role is ideal for someone who enjoys problem-solving, thrives in ambiguity, and takes pride in balancing technical investigation with clear, empathetic customer communication especially when issues involve transactions and time-sensitive giving moments
- Experience collaborating with Engineering teams using tools like Jira
- Strong analytical and troubleshooting skills, with the ability to test use cases and isolate issues methodically
- Experience using ticketing systems such as Zendesk, Intercom, or Freshdesk
- Hands-on experience supporting CRM platforms or complex SaaS applications, ideally involving payments, donations, or reconciliation workflows
- Comfort working with data, reports, and spreadsheets to support investigations
- 2+ years of experience in B2B SaaS Technical Support in a Tier 2 (or equivalent escalation-focused) role
- 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
- Familiarity with payment processors such as Stripe, Stax, Authorize.net, PayPal, or similar platforms
- 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
- General working knowledge of APIs, HTML, and CSS for troubleshooting and investigation
- Familiarity with donor giving flows, reconciliation, or financial reporting workflows
- Experience with investigating potentially fraudulent card spinning activity
- Experience with adding/adjusting cloudflare firewall settings/rules to block undesirable traffic
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