Payments Tech Support Engineer Tier 2

Praxis, Inc.; United States; On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Bonusly rewards

401(k) with company match up to 6%

Unlimited PTO

Volunteer days

Healthcare benefits (medical, dental,

Job summary

Virtuous is seeking a Technical Support Engineer (Tier 2) on the Payments Team to deliver high-quality support for payment processing, online giving, and reconciliation issues.

You will develop deep expertise across Virtuous CRM+ and Raise, diagnose complex technical challenges, and partner with Engineering and Customer Success to drive timely, effective resolutions that protect donor trust and customer confidence.

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.

Skills

Tier 2 escalation

CRM platforms

Analytical troubleshooting

Clear communication

Data analysis

Tools

Jira

Zendesk

Intercom

Freshdesk

Stripe

Stax

Authorize.net

PayPal

Job description

Virtuous is seeking a Technical Support Engineer (Tier 2) on the Payments Team to deliver high-quality support for payment processing, online giving, and reconciliation issues.

You will develop deep expertise across Virtuous CRM+ and Raise, diagnose complex technical challenges, and partner with Engineering and Customer Success to drive timely, effective resolutions that protect donor trust and customer confidence.