Technical Support Engineer

VGS; United States; Teletrabalho; USD 80 000 - 120 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote and hybrid opportunities

Flexible working hours

Weekly office lunches

Employee discount platform

Resumo da oferta

VGS is hiring in the United States for a Senior Technical Support/Incident Manager to lead on‑shift decisions during PT business hours and own incident communications. You’ll coordinate with Engineering and GTM teams, set maintenance timing, and drive critical cross‑team initiatives.

You will debug complex network issues, write customer notifications, help drive customer integrations from kickoff to go‑live, and deliver training while ensuring SLA targets.

Qualificações

• 5+ years in Technical Support or related roles, with senior or lead capacity.
• Experience owning customer-facing incident or maintenance communication (status updates, notices).
• Strong ability to translate between customers, account management, and product/engineering; autonomous decision-making.

Responsabilidades

• Be the senior on-shift decision-maker for PT business hours; manage escalations and approvals.
• Own incident and maintenance communications; determine severity, publish notices, and keep updates current.
• Set maintenance windows based on traffic patterns; coordinate with engineering and internal teams for notice timing.
• Coordinate multi-team projects where Support is a stakeholder (migrations, deprecations, launches).
• Debug deeply: reproduce issues with cURL and Postman; read logs and trace requests across systems.
• Resolve issues, find workarounds, or escalate with actionable bug reports.
• Drive mid-tail customer integrations from kickoff to go-live; document learnings.
• Create internal runbooks and public documentation from investigations.
• Prepare and deliver customer training; build materials where missing.
• Meet SLA and quality targets; support team in achieving theirs.
• Participate in weekend on-call rotation (every 3rd weekend, 8:00–20:00 PT).

Conhecimentos

Incident management

Stakeholder communication

Network debugging

REST APIs

English proficiency

On-call readiness

Formação académica

BA/BS degree

Ferramentas

Postman

cURL

Descrição da oferta de emprego

About VGS

VGS is building the trust infrastructure for a new era of commerce. As commerce becomes agentic, payments are increasing dramatically in volume, speed, and complexity, and the companies driving that shift need a foundation they can fully trust.

That's where VGS comes in. We're the world's leader in payment tokenization, trusted by the most innovative AI and Fortune 500 companies, merchants, banks, and fintechs to power modern payments and agentic commerce. We store more than 9 billion tokens and process more than 10 billion monthly interactions, touching a third of all e-commerce. That scale isn't incidental. It's why leading companies embed our universal token vault and credential management platform directly into their stack, taming the complexity of payment data so they can move faster.

Come build the platform that enables modern payments for the world's largest companies. We're helping businesses unlock new possibilities in an industry that never stops moving. And that takes exceptional people.

About the Role

The majority of this role is hands‑on technical work: debugging, troubleshooting network and integration issues, onboarding new customers, and resolving tickets.

The remainder is operational ownership and cross‑team coordination. The support team plays a vital role in translating between our Engineering and Go‑To‑Market teams (including account management and sales). During incidents, outages, escalations, and planned maintenance, you are the primary on‑shift decision‑maker for PT business hours: you decide whether an incident goes on the public status page, approve the wording of customer notifications, set maintenance timing, and coordinate as needed with the GTM teams so that they are aware of any impacts to their clients. These decisions sit with leadership today, and we want them to be owned within Support.

They come up infrequently but are time‑sensitive and customer‑visible. You'll have a written scope of what you can approve independently and what requires the manager, expanding as you establish a track record.

What You'll Do

• Serve as the senior decision‑maker for the Support team during PT business hours. Escalations, judgment calls, and approvals land with you. You're the person on shift with the standing to decide, not to route.
• Own incident and maintenance communications. Assess severity and customer impact, decide when to post to the public status page, write or approve the wording, including team drafts, and keep it up to date through resolution.
• Set and coordinate maintenance timing. Choose windows based on real customer traffic patterns and regional load, negotiate them with engineering, inform internal client‑facing teams about and make sure the notice goes out with enough lead time for customers to plan.
• Coordinate multi‑team projects where Support is a stakeholder: migrations, deprecations, launches, and customer‑specific rollouts. Track dependencies and keep the parties honest about status.
• Debug deeply. Reproduce issues with cURL and Postman, read logs, and trace requests across VGS infrastructure, customer systems, and downstream gateways. Diagnose network problems independently: DNS, TCP/IP, routing, timeouts, connection resets, and TLS/SSL handshake failures.
• Resolve an issue, find a workaround, or elevate with a bug report good enough for engineering to act on immediately.
• Drive mid‑tier and long tail customer integrations from kickoff to go‑live, coordinating between customer engineers and internal teams.
• Write up nontrivial investigations as internal runbooks or public documentation.
• Prepare and deliver customer training, building the material where it doesn't exist.
• Meet SLA and quality targets, and help the team meet theirs.
• Participate in the weekend on‑call rotation (every 3rd weekend, Saturday and Sunday, 8:00–20:00 PT). On‑call is monitoring coverage, not a full working day — you respond to urgent incidents and time‑sensitive requests, while routine tickets wait for the next business day.

What You Bring

• 5+ years in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management — with at least some of it in a senior or lead capacity.
• Experience owning customer‑facing incident or maintenance communication. You will be writing status page updates, incident notices, and escalation emails. You understand the difference between transparency and alarm.
• Strong internal communication skills. You will be the translation layer between customers, VGS account management, and VGS product and engineering. You should be able to operate in different contexts and understand how to translate between the technical, operations, and business contexts of conversations to ensure context is not lost between stakeholders. Autonomy. You are comfortable deciding and then reporting, rather than checking first. You'll have a few hours of overlap with your manager each day and spend the rest of your shift as the main decision‑maker.
• Strong command of HTTP, REST APIs, and proxies. Independent network debugging — DNS, TCP/IP, routing, connectivity, TLS/SSL handshakes. Be ready to describe a specific problem you diagnosed and how you narrowed it down. English at C1 or above, written and spoken. You'll be writing text that customers and executives read, under time pressure.
• Willingness to work PT business hours on a sustained basis.

Nice to Have:

• Experience with tokenization, payment processing, cryptology, or security products
• BA/BS degree
• A knack for out‑of‑the‑box thinking that thrives in a fast‑paced startup environment
• Reading and debugging code in at least one of Python, Go, Java, or a similar language. You won't ship production code.

$80,000 - $120,000 a year

How We Work

At VGS, we embrace a remote‑first philosophy because we believe flexibility leads to great work and a healthy work‑life balance. That said, if you live within 30 miles of one of our office locations, you'll be on a hybrid schedule with some in‑person time, because we know there's real value in coming together.

We're not about being in the office every day. We are about connection, collaboration, and the energy that comes from a great brainstorm, a team lunch, or celebrating a big win in person.

Our Benefits

Financial and retirement

• Competitive salary
• 401(k) with a 4% match and immediate vesting (applies to US only)
• Early equity
• Internet stipend
• Learning stipend
• Office set‑up stipend (applies to US only)

Health and Wellness

• Insurance (medical, dental, and vision)
• HSA/FSA options
• Life and disability insurance
• Pet insurance

Vacation and time off

• Flexible PTO
• Paid national holidays
• Global parental leave program

Professional Development

• Promote from within
• Lunch and learns
• Team events and summits

Office life and perks

• Remote and hybrid opportunities
• Flexible working hours
• Weekly office lunches
• Employee discount platform

Equal Opportunity

We consider all applicants without regard to race, color, national origin, sex, age, religion, sexual orientation, gender identity, veteran status, marital status, physical or mental disability, or other protected classes under all applicable local, state, and federal laws and ordinances (AA/EOE/W/M/Vet/Disabled).

Qualified applicants with arrest and conviction records will be considered for this position in accordance with the San Francisco Fair Chance Ordinance.

Where We're Hiring

We are currently hiring in the following locations: Arizona, California, Colorado, Connecticut, Florida, Idaho, Illinois, Iowa, Michigan, Minnesota, New York, North Carolina, Ohio, Oregon, Pennsylvania, Texas, Utah, Virginia, Washington, Ontario (Canada), Alberta (Canada), and British Columbia (Canada).