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Technical Support Engineer

1 month, 2 weeks 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 16

Description

  • Serve as the senior Support decision-maker during Pacific Time business hours.
  • Own incident and maintenance communications, including severity assessment, status-page updates, and customer notifications.
  • Set maintenance windows based on customer traffic and coordinate timing with Engineering and client-facing teams.
  • Coordinate Support-related migrations, deprecations, launches, and customer rollouts.
  • Debug integrations and network issues using cURL, Postman, logs, and request tracing across systems and gateways.
  • Resolve issues, identify workarounds, or provide actionable escalations and bug reports to Engineering.
  • Drive mid-tier and long-tail customer integrations from kickoff through go-live.
  • Create internal runbooks and public documentation for complex investigations.
  • Develop and deliver customer training materials.
  • Meet Support SLA and quality targets and participate in the weekend on-call rotation every third weekend, Saturday and Sunday, 8:00–20:00 PT.

Requirements

  • 5+ years of experience in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management, including senior or lead experience.
  • Experience owning customer-facing incident and maintenance communications.
  • Strong communication skills across customers, account management, Product, and Engineering.
  • Ability to make autonomous decisions and operate as the primary on-shift decision-maker.
  • Strong command of HTTP, REST APIs, and proxies.
  • Independent network debugging experience with DNS, TCP/IP, routing, connectivity, and TLS/SSL handshakes.
  • C1-level or higher written and spoken English.
  • Willingness to work Pacific Time business hours on an ongoing basis.
  • Payments experience with acquirers, issuers, gateways, network tokenization, 3DS, PCI-DSS, or SOC 2 preferred.
  • Ability to read and debug Python, Go, Java, or similar code preferred; a Computer Science, Engineering, or Math degree is also preferred.

Benefits

  • Flexible work hours and flexible PTO.
  • Competitive health benefits, life and disability insurance, and an Employee Assistance Program.
  • VGS stock options.
  • 401(k) with 4% employer matching and immediate vesting for eligible US employees.
  • Global parental leave program.
  • Home internet reimbursement and new-hire home-office setup allowance.
  • Professional learning reimbursement.
  • Remote-first work model with hybrid schedules for employees within 30 miles of an office; roles are currently available in specified US states and Ontario, Alberta, or British Columbia.

Interested in this position?

Apply directly on the company website

Apply Now

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