Tier 2 Payment Tech Support Engineer (Remote)

Jonas Software; United States; Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health insurance

PTO

Employee ownership

Job summary

Jonas Software is seeking a Payment Technical Support Agent to handle complex payment processing issues, APIs, system integrations, and troubleshooting. This remote-first role acts as a Tier 2 escalation point, supporting merchants, developers, and internal teams with technical inquiries.

Responsibilities include analyzing logs, collaborating with Engineering, QA, and Product, and assisting with integrations, SDK configuration, and best practices.

Qualifications

• 2–4 years of experience in technical support or client-facing engineering.
• Strong knowledge of REST APIs, JSON, authentication, and webhooks.
• Understanding of payment processing concepts including settlement, chargebacks, tokenization, and PCI compliance.
• Experience with tools like Postman, Splunk, or comparable debugging platforms.
• Strong written and verbal communication skills.

Responsibilities

• Serve as the escalation point for Tier 1 technical support issues.
• Troubleshoot payment gateway, API, webhook, tokenization, and transaction processing issues.
• Analyze logs, API calls, and transaction data to identify root causes.
• Collaborate with Engineering, QA, and Product teams to resolve issues.
• Assist merchants and partners with integrations, SDK configuration, and best practices.
• Update internal documentation and knowledge base resources.
• Provide recurring issue feedback to product teams.
• Participate in on-call rotation as required.
• Performs additional responsibilities as assigned by leadership to support departmental and organizational objectives.

Skills

REST APIs

JSON

Authentication

Webhooks

Communication

Ticketing systems

Tools

Postman

Splunk

Zendesk

Jira

Salesforce

Job description

Jonas Software is seeking a Payment Technical Support Agent to handle complex payment processing issues, APIs, system integrations, and troubleshooting. This remote-first role acts as a Tier 2 escalation point, supporting merchants, developers, and internal teams with technical inquiries.

Responsibilities include analyzing logs, collaborating with Engineering, QA, and Product, and assisting with integrations, SDK configuration, and best practices.