Product Support Engineer

United States Digital Space LLC; Chicago (IL); On-site; USD 70,000 - 110,000; Full time

Job summary

the company in Chicago seeks a Product Support Engineer to directly support merchants on highly technical troubleshooting of payments platform. You will be part of a global support organization with a follow-the-sun model to keep payments running 24/7.

You'll be the knowledge source on the platform and APIs, own merchant cases from creation to final resolution, and collaborate with product, engineering, and commercial teams to relay feedback and drive improvements.

Qualifications

• Experience troubleshooting APIs and supporting merchants in a technical role.
• Familiar with Postman, HTML/CSS, JavaScript, Java, SQL, or PHP.
• Experience with Magento, SFCC, or Adobe Commerce is a plus.
• Strong communication to explain technical topics to non-technical audiences.

Responsibilities

• Provide technical support to merchants via a follow-the-sun model.
• Own cases from creation to resolution.
• Collaborate with product and engineering teams to relay merchant feedback.

Skills

API troubleshooting

Postman

HTML/CSS

JavaScript

Java

SQL

PHP

Magento

SFCC

Adobe Commerce

Merchant support

Education

STEM degree preferred

CS degree bonus

Tools

Postman

Job description

This is the company

the company provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At the company, everything we do is engineered for ambition.

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Product Support Engineer

You will directly support the company's merchants on highly technical troubleshooting. You will be a part of a global support organization, using a follow the sun model to enable our customers to run smoothly 24/7. Your work will have a direct impact on our merchants' ability to take payments and further grow their business. As part of your work, you will partner with technical and commercial teams internally, and you will build your own knowledge about payments to bring value to external customers and internal teams.

What you'll do

• Be a key source of knowledge on the the company platform and APIs, the underlying web-stack technologies, and industry-standard integration methods and best practices.
• Own merchant support cases from creation to final resolution.
• Be an internal product advocate, track product processes, and communicate merchant feedback to product and engineering teams.
• Collaborate with peers and cross-functional teams, contributing to collective problem-solving and growth.
• Act as a subject matter expert by providing guidance, answering complex questions, and ensuring knowledge is properly documented.
• Contribute to projects that align with the growth and direction of the Support organization.

Who you are

• You have strong technical knowledge, and have experience troubleshooting APIs. Bonus points for specific experience with Postman, HTML/CSS, JavaScript, Java, SQL, or PHP. Functional understanding of Magento, SFCC, Adobe Commerce is a plus.
• You have experience working directly with merchants in a customer support role.
• You have strong verbal and written communication skills, and can clearly communicate complex technical topics in an understandable way to a variety of technical and non-technical audiences.
• You aspire to deliver a seamless, high-quality merchant support experience with every merchant interaction.
• You are self-driven, flexible, and have the ability to maintain high levels of productivity with minimal supervision; taking accountability for your work and results delivered.
• You’ve had previous exposure to environments rich in uncertainty and you show a resulting track record of successfully dealing with ambiguity.
• You make quick informed decisions under pressure and prioritize appropriately based on urgency, necessity and both internal and external requests.
• STEM degree preferred but not required. Bonus points for a degree in Computer Science or related field.

Our Diversity, Equity and Inclusion commitments

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you're from, we welcome you to be your true self at the company.

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, the company encourages you to reconsider and apply.

What's next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Don't be afraid to let us know if you need more flexibility.

the company is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

All your information will be kept confidential according to EEO guidelines.

*This role is based out of our Chicago office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.*

*This is a full time position and does require working the occasional holiday and/or weekend to ensure business continuity.*

*You must be work authorized in the United States without the need for new visa sponsorship. The company can support visa transfers but will not sponsor individuals for H-1B CAP applications*