Support Engineer

The individual in this role will research and resolve support requests for our payments platform, serving the customer service team, merchant operations, and other internal customers. Requests range from transaction lookups and error investigations to client setup and ad-hoc reporting. The Support Engineer investigates using application logs, Azure Table and Blob Storage data, and the platform's web and API components, and escalates confirmed defects to engineering with clear supporting detail.

Competitive candidates have 2+ years of experience in a technical support, application support, or similar role, ideally supporting transaction-processing systems.

The individual in this role will research and resolve support requests for our payments platform, serving the customer service team, merchant operations, and other internal customers. Requests range from transaction lookups and error investigations to client setup and ad-hoc reporting. The Support Engineer investigates using application logs, Azure Table and Blob Storage data, and the platform's web and API components, and escalates confirmed defects to engineering with clear supporting detail.

Competitive candidates have 2+ years of experience in a technical support, application support, or similar role, ideally supporting transaction-processing systems.

• Research and respond to support requests from customer service, merchant operations, and other internal teams, providing accurate, clearly documented answers within agreed timelines.
• Look up and trace transactions across the payment lifecycle (authorization, capture, void, refund, settlement, reconciliation) to explain status, amounts, fees, and outcomes.
• Investigate transaction errors and declines, identifying whether the cause is configuration, merchant or cardholder behavior, processor response, connectivity, or a product defect.
• Perform client and merchant setup and configuration, and validate that accounts, terminals, and integrations are set up correctly.
• Query and analyze data in Azure Table Storage and Blob Storage to answer transaction, account, and configuration questions.
• Build and deliver ad-hoc reports and data extracts for internal customers, validating results for accuracy before sharing.
• Troubleshoot issues across the platform's web application (Vue.js), backend services and APIs (.NET
  8), and terminal connectivity, using logs, monitoring tools, and API testing tools.
• Reproduce reported issues, gather logs, transaction IDs, and timestamps, and document findings clearly.
• Escalate confirmed defects to engineering with complete reproduction steps and supporting evidence and follow issues through to resolution and customer communication.
• Identify recurring issues and trends, recommend root-cause fixes, and contribute to permanent solutions rather than repeated workarounds.
• Write and maintain scripts, queries, and tools that speed up common support tasks such as transaction lookups, data corrections, and report generation.
• Create and maintain knowledge base articles, runbooks, and troubleshooting guides for internal teams.
• Participate in defect triage and release readiness discussions from the support perspective and help validate fixes and releases.
• Follow secure handling practices for sensitive cardholder and merchant data, including PCI DSS requirements, access controls, and data masking.
• Collaborate with QA, developers, product managers, and merchant operations to clarify behavior, requirements, and known issues.
• Participate in daily engineering meetings to update teammates and management on status.
• Provide high-level technical assistance and escalation support to merchants, partners, and internal staff, as needed.
• Present product expertise in training and implementation environments.
• Participate in [on-call or after-hours support rotation, if applicable].
• Perform other duties as assigned.

• 2-5 years of experience in a technical support, application support, support engineering, or similar role, including:
• Investigating and resolving technical issues for internal or external customers
• Analyzing logs and application data to identify root causes
• Documenting findings and communicating clearly with technical and non-technical audiences
• Experience querying and analyzing data, such as SQL, No
  
  SQL, or cloud storage data (for example, Azure Table Storage using OData filters, partition and row keys, or Azure Storage Explorer)
• Experience with REST APIs and API…