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Technical Support Engineer

1 hour, 47 minutes ago
United States, Canada
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
DNS Go HTTP Java Postman Python REST API TCP/IP
Apply Now
Very Good Security

Very Good Security

VGS is the global leader in payment tokenization, providing security and compliance infrastructure for banks, fintechs, and merchants to manage payment data complexities and accelerate PCI, SOC2, and more compliances.

Internet Software & Services
51-250
Founded 2015
$45M raised
View All Jobs 6

Description

  • Manage long-term customer integration projects from fintech startups to Fortune 100 clients.
  • Act as the primary coordinator between internal development teams and customer technical staff.
  • Maintain project trackers, spreadsheets, and task boards to reflect current integration status.
  • Triage customer issues and perform deep-dive debugging using logs, cURL, and Postman.
  • Investigate and resolve network connectivity issues such as timeouts, connection resets, and TLS/SSL handshake failures.
  • Create and update internal and customer-facing documentation based on investigations and project milestones.
  • Communicate with customers via email, chat, and video to provide support and service updates.
  • Prepare and deliver customer training and develop training materials when needed.
  • Submit and comment on bug reports and feature requests based on customer interactions.
  • Participate in on-call support and respond reliably to emergencies.

Requirements

  • At least 5 years of relevant experience in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management.
  • Bachelor's degree in Computer Science, Technology, Engineering, or Math, or equivalent relevant experience.
  • Proven experience managing long-term customer projects and maintaining detailed status reports.
  • Deep understanding of HTTP, RESTful APIs, proxies, and software troubleshooting.
  • Medium-level networking experience with the ability to independently debug DNS, TCP/IP, routing, connectivity, and TLS/SSL issues.
  • Familiarity with payments concepts such as Acquirers, Issuers, and Gateways is a strong plus.
  • Knowledge of compliance standards such as PCI-DSS and SOC2 is a strong plus.
  • Upper-intermediate or higher English communication skills, both written and spoken.
  • Experience reading and debugging code in Python, Go, Java, or similar languages is a strong plus.
  • Ability to work legally in the United States and, if applicable, be based in one of the listed hiring states.

Benefits

  • Flexible work hours and flexible PTO.
  • Competitive health benefits.
  • VGS stock options.
  • 401(k) plan with 4% employer matching and immediate vesting for US employees.
  • Life and disability insurance.
  • Pre-tax FSA options, including dependent and healthcare FSA for US employees.
  • Global parental leave program.
  • Employee Assistance Program, home internet reimbursement, new hire home office setup allowance, and professional learning reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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