Technical Support Engineer

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 hiring a Technical Support Engineer to join our Customer Support team. This role is responsible for investigating, troubleshooting, and resolving complex technical issues that require deep product knowledge and cross-functional collaboration.

As a Technical Support Engineer, you will own technical support tickets end-to-end, working directly with customers to diagnose issues, identify solutions, and ensure timely resolution. You will support areas such as integrations, SFTP, SSO, and other technical workflows, leveraging internal tools, system logs, and collaboration with Product and Engineering teams.

This role plays a critical part in delivering a seamless customer experience by resolving complex issues, contributing to technical documentation, and supporting continuous improvement across the platform. You will also participate in on-call rotations to support incident response and ensure system reliability.

The ideal candidate is a strong problem solver with technical curiosity, attention to detail, and the ability to communicate complex concepts clearly to both technical and non-technical audiences.

You Will:

• Own and resolve complex technical support tickets related to integrations, SFTP, SSO, and other system workflows
• Investigate issues using internal tools, system logs, and product knowledge to identify solutions or workarounds
• Diagnose and troubleshoot issues, escalating deeper or ambiguous investigations
• Reproduce bugs, gather supporting evidence, and elevate issues to Product and Engineering teams (e.g., via Jira), ensuring clear documentation, alignment, and follow-through to resolution
• Communicate directly with customers to resolve technical issues, ensuring timely updates and a high-quality support experience
• Translate technical findings into clear, user-friendly explanations for both technical and non-technical audiences
• Participate in customer calls (Zoom, screen shares) to troubleshoot issues in real time and support resolution
• Serve as a liaison between Support and Product & Engineering teams, meeting regularly to drive issue resolution, align on prioritization, and communicate clear expectations to customers
• Partner with internal teams to support investigation and resolution of technical issues
• Coach and mentor team members on troubleshooting approaches and technical problem-solving to help them effectively investigate and resolve complex customer issues.
• Participate in an on-call rotation to support incident response, which may require availability outside of standard business hours, including evenings, weekends, and holidays, as needed
• Contribute to knowledge base content and internal documentation to improve team efficiency and consistency
• Support updates to technical documentation, including content within the Developer Portal related to integrations and APIs
• Document troubleshooting steps, known issues, and solutions to support future case resolution
• Identify recurring issues and trends and provide feedback to Product and Engineering teams to support product, process, and tooling improvements
• Stay up to date on product changes, releases, and technical updates to maintain strong product knowledge
• Provide support coverage during company-observed holidays as needed to ensure continuity of service for customers
• Work assigned schedules that support coverage across established support hours, which may change based on business needs

You Have:

• 3+ years of experience in a technical support or customer support role, preferably in a SaaS or FinTech environment
• Experience troubleshooting complex technical issues involving APIs, SFTP, SSO/SAML, integrations, or backend systems
• Strong analytical and problem-solving skills, with the ability to diagnose issues and determine next steps
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly
• Ability to manage and prioritize multiple tickets in a fast-paced environment
• Strong attention to detail and organizational skills
• Ability to work independently while collaborating effectively with cross-functional teams

Why Work Here?

• We have a proven market need
• We have hockey stick growth expectations
• Our product stops payments fraud (yes, you will regularly stop bad guys!)
• We are small and nimble, and we move fast. New ideas, new problems to solve, and new customers happen every day
• We respect that you have a life outside of work (i.e., we have great benefits, including unlimited PTO)
• Every employee has an impact – no one here is a cog in a machine

Applicants must pass a background check prior to being officially accepted for employment.

Job is remote; however, applicants must reside in one of the following states:

At PaymentWorks, we base our employment decisions entirely on business needs, job requirements, and qualifications. We do not discriminate based on race, gender, religion, health, parental status, personal beliefs, veteran status, age, or any other status. We have zero tolerance for any kind of discrimination, and we are looking for candidates who share those values. Applications from women and members of underrepresented minority groups are welcomed.

About PaymentWorks

PaymentWorks is the vendor identity platform for B2B payments, serving as the front door to the ERP. Customers automate both vendor onboarding and updates, transfer ACH fraud risk, and digitize payments through the largest network of authenticated payees.

References: Must provide three references of which one must be from a former employer.