Tier 2 Payments Support Engineer — Unlimited PTO

Virtuous; Northern (KY); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

401(k) with company match

Unlimited PTO

Paid volunteer days

Healthcare benefits (medical, dental,

Job summary

Virtuous is seeking a Technical Support Engineer (Tier 2) on the Payments Team to deliver high-quality support for payment processing, online giving, and reconciliation issues.

You will develop deep expertise across Virtuous CRM+ and Raise, diagnose complex technical and workflow challenges, and partner closely with Engineering and Customer Success to drive timely, effective resolutions that protect donor trust and customer confidence.

Qualifications

• 2+ years in B2B SaaS technical support at a Tier 2 level.
• Hands-on experience with CRM platforms or complex SaaS apps, including payments/donations.
• Experience collaborating with Engineering using Jira.
• Experience with Zendesk, Intercom, or Freshdesk.
• Familiarity with Stripe, Stax, Authorize.net, PayPal or similar gateways.
• Strong analytical and troubleshooting skills to test use cases.
• Comfort with data, reports, and spreadsheets for investigations.
• Excellent written and verbal communication, especially for non-technical users.
• Strong organization to manage multiple priorities, with a growth mindset.
• A sense of ownership and professionalism, plus a good sense of humor.

Responsibilities

• Handle escalated Tier 2 support tickets via email and phone with accuracy and ownership.
• Troubleshoot payment processing end-to-end across Virtuous Giving and Raise.
• Manage payment gateway integrations (Stripe, Stax, Authorize.net, PayPal, etc.).
• Investigate reconciliation issues – settlements, payouts, refunds, chargebacks, mismatches.
• Meet performance metrics for response time, resolution time, and CSAT.
• Reproduce complex issues, analyze data, and identify root causes.
• Collaborate with Engineering via Jira to validate defects and drive fixes.
• Collect logs and environment details to spot patterns and edge cases.
• Propose practical workarounds and communicate updates clearly to customers.
• Coordinate with Customer Success to support health and retention.
• Adapt to evolving responsibilities in a fast-paced SaaS environment.

Skills

CRM platforms

SaaS troubleshooting

Payment processing

Jira

Zendesk

Data analysis

Excellent communication

Time management

Tools

Jira

Zendesk

Intercom

Freshdesk

Stripe

Stax

Authorize.net

PayPal

Job description

Virtuous is seeking a Technical Support Engineer (Tier 2) on the Payments Team to deliver high-quality support for payment processing, online giving, and reconciliation issues.

You will develop deep expertise across Virtuous CRM+ and Raise, diagnose complex technical and workflow challenges, and partner closely with Engineering and Customer Success to drive timely, effective resolutions that protect donor trust and customer confidence.