Remote Technical Support Engineer — Integrations & APIs

PaymentWorks, Inc.; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Unlimited PTO

Remote-friendly culture

Job summary

PaymentWorks is seeking a Technical Support Engineer to join our Customer Support team. You will own technical support tickets end-to-end, diagnosing issues and delivering timely resolutions with cross-functional collaboration.

You will support integrations, SFTP, SSO, and other workflows, using logs and internal tools, while contributing to knowledge base content and developer documentation.

Qualifications

• 3+ years in technical or customer support, SaaS/FinTech preferred.
• Experience troubleshooting APIs, SFTP, SSO/SAML, integrations.
• Strong written and verbal communication skills.
• Ability to manage multiple tickets in a fast-paced environment.

Responsibilities

• Own and resolve complex technical support tickets related to integrations, SFTP, SSO, and workflows.
• Investigate issues using internal tools, logs, and product knowledge to find solutions.
• Diagnose and troubleshoot, escalate when needed, and reproduce bugs with evidence.
• Document issues clearly and coordinate with Product and Engineering via Jira.
• Communicate updates to customers and provide a high-quality support experience.
• Explain technical findings in clear, user-friendly terms for all audiences.
• Participate in customer calls to troubleshoot issues in real time.
• Collaborate with Support, Product, and Engineering to drive resolution.
• Mentor teammates on troubleshooting approaches and problem-solving.
• Contribute to knowledge base and internal documentation.
• Support incident response during on-call rotations, including outside hours.
• Stay updated on product changes and new APIs for ongoing support.
• Assist in developing and updating developer-facing documentation.

Skills

Technical support

APIs

SFTP

SSO/SAML

Jira

Tools

Jira

Job description

PaymentWorks is seeking a Technical Support Engineer to join our Customer Support team. You will own technical support tickets end-to-end, diagnosing issues and delivering timely resolutions with cross-functional collaboration.

You will support integrations, SFTP, SSO, and other workflows, using logs and internal tools, while contributing to knowledge base content and developer documentation.