Payments Systems Engineer — Tier 2 Support

Virtuous

United States

On-site

USD 80,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Market competitive pay leveraging data

Employee recognition through Bonusly

401(k) plan with company matching

Unlimited PTO

Volunteer days and company holidays

Healthcare (medical, dental, vision)

Paid parental leave

Company outings and events

Job summary

Virtuous is seeking a Technical Support Engineer (Tier 2) on the Payments Team to escalate complex payment processing, reconciliation, and donor-giving issues. You will collaborate with Engineering and Customer Success to drive timely, effective resolutions that protect donor trust and customer confidence.

This role thrives on problem solving, ambiguity, and clear, empathetic communication, especially for time-sensitive transactions and giving moments.

Qualifications

2+ years of experience in B2B SaaS Technical Support in a Tier 2 role.
Hands-on experience supporting CRM platforms or complex SaaS applications, ideally involving payments, donations, or reconciliation workflows.
Experience collaborating with Engineering teams using 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.

Responsibilities

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.