Tier 2 Technical Support Agent

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Jonas Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Jonas Software is the leading provider of enterprise management software solutions to over 40 different vertical markets. Within these vertical markets, Jonas has acquired over 160 unique and innovative companies.

📋 Description

• 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.

🎯 Requirements

• 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. • Experience with ticketing systems such as Zendesk, Jira, or Salesforce. • Strong understanding of payment fee models, transaction lifecycle processes, and industry standard payment processing practices.

🏖️ Benefits

• Comprehensive medical, dental, vision, and life insurance plans to keep you and your family healthy. • Employees receive 15 paid vacation days, 5 paid sick days, and 1 paid personal day annually. • Employees are invited to participate in our Employee Share Program (Ticker: CSU.TO).