Support Engineer (Payments)

Neumo Holdings LLC; Bloomington (IN); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Competitive benefits

Competitive compensation package

Job summary

Neumo Holdings LLC is seeking a Support Engineer for Payments to assist internal teams with transaction lookups, error investigations, and client setups. You will use application logs, Azure Table/Blob data, and API components to diagnose issues and escalate defects to engineering with clear repro steps.

Ideal candidates have 2+ years in technical/support roles involving payment systems, REST APIs, and data analysis.

Qualifications

• Strong understanding of payment flows (authorization, settlement, refunds, reconciliations).
• Experience querying and analyzing data using SQL/NoSQL or cloud storage data.
• Familiarity with REST APIs and API testing tools (Postman or similar).
• Experience with .NET applications and reading C# code is a plus.
• Familiarity with Vue.js and front-end debugging is a plus.

Responsibilities

• Research and respond to support requests from internal teams with clear documentation.
• Trace transactions across payment lifecycle to explain status, amounts, and outcomes.
• Investigate transaction errors and identify root causes (config, merchant behavior, processor, defects).
• Set up and configure client accounts, terminals, and integrations for correctness.
• Query and analyze data in Azure Table/Blob Storage to answer questions.
• Build and deliver ad-hoc reports and data extracts validating results.
• Troubleshoot issues across Vue.js web app, .NET backend services, and APIs using logs and tools.
• Reproduce issues, collect logs and IDs, document findings clearly.
• Escalate defects with reproduction steps and follow through to resolution.
• Create knowledge base articles, runbooks, and troubleshooting guides.
• Participate in defect triage, release readiness, and on-call rotations.

Skills

Payment flows knowledge

SQL queries

REST APIs

Azure Storage

Vue.js familiarity

C#/.NET

API testing with Postman

Tools

Postman

Job description

Support Engineer, Payments

Job Summary

The individual in this role will research and resolve support requests for our payments platform, serving the customer service team, merchant operations, and other internal customers. Requests range from transaction lookups and error investigations to client setup and ad-hoc reporting. The Support Engineer investigates using application logs, Azure Table and Blob Storage data, and the platform's web and API components, and escalates confirmed defects to engineering with clear supporting detail. Competitive candidates have 2+ years of experience in a technical support, application support, or similar role, ideally supporting transaction-processing systems.

Duties and Responsibilities

• Research and respond to support requests from customer service, merchant operations, and other internal teams, providing accurate, clearly documented answers within agreed timelines.
• Look up and trace transactions across the payment lifecycle (authorization, capture, void, refund, settlement, reconciliation) to explain status, amounts, fees, and outcomes.
• Investigate transaction errors and declines, identifying whether the cause is configuration, merchant or cardholder behavior, processor response, connectivity, or a product defect.
• Perform client and merchant setup and configuration, and validate that accounts, terminals, and integrations are set up correctly.
• Query and analyze data in Azure Table Storage and Blob Storage to answer transaction, account, and configuration questions.
• Build and deliver ad-hoc reports and data extracts for internal customers, validating results for accuracy before sharing.
• Troubleshoot issues across the platform's web application (Vue.js), backend services and APIs (.NET 8), and terminal connectivity, using logs, monitoring tools, and API testing tools.
• Reproduce reported issues, gather logs, transaction IDs, and timestamps, and document findings clearly.
• Escalate confirmed defects to engineering with complete reproduction steps and supporting evidence and follow issues through to resolution and customer communication.
• Identify recurring issues and trends, recommend root-cause fixes, and contribute to permanent solutions rather than repeated workarounds.
• Write and maintain scripts, queries, and tools that speed up common support tasks such as transaction lookups, data corrections, and report generation.
• Create and maintain knowledge base articles, runbooks, and troubleshooting guides for internal teams.
• Participate in defect triage and release readiness discussions from the support perspective and help validate fixes and releases.
• Follow secure handling practices for sensitive cardholder and merchant data, including PCI DSS requirements, access controls, and data masking.
• Collaborate with QA, developers, product managers, and merchant operations to clarify behavior, requirements, and known issues.
• Participate in daily engineering meetings to update teammates and management on status.
• Provide high-level technical assistance and escalation support to merchants, partners, and internal staff, as needed.
• Present product expertise in training and implementation environments.
• Participate in [on-call or after-hours support rotation, if applicable].
• Perform other duties as assigned.

Education and Experience

• 2-5 years of experience in a technical support, application support, support engineering, or similar role, including:
  • Investigating and resolving technical issues for internal or external customers
  • Analyzing logs and application data to identify root causes
  • Documenting findings and communicating clearly with technical and non-technical audiences
• Experience querying and analyzing data, such as SQL, NoSQL, or cloud storage data (for example, Azure Table Storage using OData filters, partition and row keys, or Azure Storage Explorer)
• Experience with REST APIs and API testing tools (e.g., Postman or similar)
• Preferred: experience in payments, fintech, or financial services
• Preferred: familiarity with the Microsoft Azure ecosystem, including Table Storage, Blob Storage, Application Insights, and Log Analytics
• Preferred: experience with .NET applications and reading C# code
• Preferred: familiarity with Vue.js or modern web front-end debugging (browser developer tools, network traces)
• Preferred: familiarity with payment gateway and processor integrations, EMV, or POS terminals (e.g., Verifone, Ingenico, PAX)

Knowledge, Skills and Abilities

• Strong understanding of payment flows, including authorization, settlement, chargebacks, refunds, and reconciliation, or the ability to learn them quickly.
• Working knowledge of payment concepts such as tokenization, encryption, and PCI DSS, along with secure handling of sensitive data.
• Strong analytical and troubleshooting skills, with the ability to isolate a problem across web, API, data, and device layers.
• Knowledge of the technical aspects of business systems and infrastructure, including cloud services, APIs, and networking basics.
• Ability to explain technical findings clearly to non-technical audiences such as customer service and merchant operations.
• Highly organized and detail-oriented, with particular care where money movement or customer data is involved.
• Excellent problem-solving and communication skills.
• Ability to prioritize and manage multiple requests with composure, including time-sensitive issues affecting merchants.
• Ability to maintain a positive and professional attitude in a fast-paced environment.
• Ability to work independently and as a contributing member of a team.

Physical Demands

• Must be able to remain in a stationary position for most of the day.
• Constantly operates a computer and other office productivity machinery.
• Occasionally handles and sets up payment terminals and related hardware.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.