Technical Support Engineer

Payment Works is hiring a Technical Support Engineer to join our Customer Support team. This role is responsible for investigating, troubleshooting, and resolving complex technical issues that require deep product knowledge and cross-functional collaboration.

As a Technical Support Engineer, you will own technical support tickets end-to-end, working directly with customers to diagnose issues, identify solutions, and ensure timely resolution. You will support areas such as integrations, SFTP, SSO, and other technical workflows, leveraging internal tools, system logs, and collaboration with Product and Engineering teams.

This role plays a critical part in delivering a seamless customer experience by resolving complex issues, contributing to technical documentation, and supporting continuous improvement across the platform. You will also participate in on-call rotations to support incident response and ensure system reliability.

The ideal candidate is a strong problem solver with technical curiosity, attention to detail, and the ability to communicate complex concepts clearly to both technical and non-technical audiences.

• Own and resolve complex technical support tickets related to integrations, SFTP, SSO, and other system workflows
• Investigate issues using internal tools, system logs, and product knowledge to identify solutions or workarounds
• Diagnose and troubleshoot issues, escalating deeper or ambiguous investigations
• Reproduce bugs, gather supporting evidence, and elevate issues to Product and Engineering teams (e.g., via Jira), ensuring clear documentation, alignment, and follow-through to resolution
• Communicate directly with customers to resolve technical issues, ensuring timely updates and a high-quality support experience
• Translate technical findings into clear, user-friendly explanations for both technical and non-technical audiences
• Participate in customer calls (Zoom, screen shares) to troubleshoot issues in real time and support resolution
• Serve as a liaison between Support and Product & Engineering teams, meeting regularly to drive issue resolution, align on prioritization, and communicate clear expectations to customers
• Partner with internal teams to support investigation and resolution of technical issues
• Coach and mentor team members on troubleshooting approaches and technical problem-solving to help them effectively investigate and resolve complex customer issues.
• Participate in an on-call rotation to support incident response, which may require availability outside of standard business hours, including evenings, weekends, and holidays, as needed
• Contribute to knowledge base content and internal documentation to improve team efficiency and consistency
• Support updates to technical documentation, including content within the Developer Portal related to integrations and APIs
• Document troubleshooting steps, known issues, and solutions to support future case resolution
• Identify recurring issues and trends and provide feedback to Product and Engineering teams to support product, process, and tooling improvements
• Stay up to date on product changes, releases, and technical updates to maintain strong product knowledge
• Provide support coverage during company-observed holidays as needed to ensure continuity of service for customers
• Work assigned schedules that support coverage across established support hours, which may change based on business needs

• 3+ years of experience in a technical support or customer support role, preferably in a SaaS or Fin Tech environment
• Experience troubleshooting complex technical issues involving APIs, SFTP, SSO/SAML, integrations, or backend systems
• Strong analytical and problem-solving skills, with the ability to diagnose issues and determine next…