Technical Support Engineer – Tier 2, Payments Team

🔥 15 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Virtuous

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💼 Consulting

📣 Marketing

🤝 Non-profit

Consulting • Marketing • Non-profit

Virtuous is a software company focused on enhancing nonprofit organizations' donor engagement and fundraising capabilities. The company provides a comprehensive platform that includes a Nonprofit CRM, fundraising automation, marketing tools, and online giving solutions. Virtuous aims to make donor interactions more personal and effective through data-driven insights and real-time analytics. Additionally, it offers volunteer mobilization, business intelligence, and event management features to support various nonprofit teams. Virtuous is committed to helping organizations grow generosity and increase their impact in the community.

📋 Description

• Handle escalated Tier 2 support tickets via email and phone using Zendesk • Troubleshoot payment processing issues across Virtuous Giving and Raise, including failed transactions, checkout errors, payment method issues, webhook/notification failures, and platform-gateway discrepancies • Manage and support payment gateway integrations, diagnosing configuration, credential, connectivity, and gateway-specific issues • Investigate and resolve reconciliation issues involving settlement timing, payouts, refunds, chargebacks, and mismatched transaction records • Meet performance metrics including response time, resolution time, ticket throughput, and CSAT • Reproduce complex issues, analyze data, and identify root causes • Investigate and validate potential product defects and document findings • Collaborate with Engineering through Jira to drive defect resolution • Collect logs, account data, and environmental details to identify patterns, edge cases, and systemic issues • Propose practical solutions and workarounds • Provide timely customer updates, clear next steps, and understandable technical explanations • Partner with Customer Success to support customer health, retention, and overall experience • Adapt to evolving responsibilities in a fast-paced SaaS environment

🎯 Requirements

• 2+ years of experience in B2B SaaS Technical Support in a Tier 2 or equivalent escalation-focused role • Hands-on experience supporting CRM platforms or complex SaaS applications, ideally involving payments, donations, or reconciliation workflows • Experience collaborating with Engineering teams using tools like Jira • Experience using ticketing systems such as Zendesk, Intercom, or Freshdesk • Familiarity with payment processors such as Stripe, Stax, Authorize.net, PayPal, or similar platforms • Strong analytical and troubleshooting skills, with the ability to test use cases and isolate issues methodically • Comfort working with data, reports, and spreadsheets • Excellent written and verbal communication skills, especially when explaining technical concepts to non-technical users • Strong organizational skills and ability to manage multiple priorities simultaneously • Growth mindset and desire to continually improve personally and professionally • Sense of ownership, professionalism, and humor • General working knowledge of APIs, HTML, and CSS for troubleshooting and investigation • Familiarity with donor giving flows, reconciliation, or financial reporting workflows • Experience investigating potentially fraudulent card spinning activity • Experience adjusting Cloudflare firewall settings/rules to block undesirable traffic • Current authorization to work in the United States and visa sponsorship requirements must be addressed in the application

🏖️ Benefits

• Market competitive pay leveraging Carta data • Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.) • 401(k) retirement plan with company matching—50% match up to 6% of compensation after 90 days • Unlimited PTO • Paid volunteer days and company holidays • Employer-contributed medical, dental, and vision coverage, with dependent plans • Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) • 12 weeks primary parent leave and 4 weeks secondary parent leave at full pay, including adoption • Company outings and events