Technical Support Engineer at verygoodsecurity

VGS is the world's leader in payment tokenization.  Large banks, aspiring fintechs, and growing merchants embed our universal token vault into their technology stack to manage the complexities of payment data tokenization across processors and networks, open banking, card issuance, omnichannel loyalty, PCI compliance, payment orchestration, and more. We empower our clients and partners by tokenizing sensitive payment data, limiting compliance scope, and consolidating payments to unlock revenue and business opportunities.  VGS provides processor-agnostic tokenization solutions via secure universal token vaults, iframes, mobile SDKs, tokenization proxies, APIs, and data orchestration tooling to support payment acceptance, card issuance, PII and bank account tokenization, and other payment value-added services. Some of the use cases we enable include multi-processor Network Tokenization, Account Updater, payment orchestration, secure settlement file processing, 3DS, and Risk provider connectivity. What you will be doing at VGS… • Manage long-term integration projects with our customers, ranging from Fintech startups to Fortune 100 clients, to understand and resolve their integration and operational requests. • Act as the primary coordinator between internal VGS development teams and the customer's technical staff, ensuring alignment and that no tasks or dependencies are forgotten. • Maintain up-to-date project trackers, spreadsheets, and task boards to accurately reflect current integration statuses for both internal stakeholders and customers. • Triage customer issues, perform deep-dive debugging (reviewing logs, reproducing issues via cURL/Postman), and resolve or find workarounds. • Create and update internal and public-facing documentation based on findings from request investigations and project milestones. • Communicate via email, chat, or video conferencing with customers to provide "Very Good" service experiences. • Prepare and deliver customer training, including developing training materials if they do not already exist. • Submit and comment on bug reports and feature requests based on customer interactions. • Engage with the development team to create new feature requests, escalate bugs, solve problems, or obtain missing information. • Understand and deliver on team metrics and KPIs, prioritizing ticket quality, fast resolution times, and high focus on customer satisfaction. • Meet or exceed SLA times consistently. • Reliably respond to on-call emergencies and participate in on-call support rotation as needed What we are looking for from you (Requirements)... • Foundation - at least 5 years of relevant work experience in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management. • A bachelor's degree in Computer Science, Technology, Engineering, or Math, or relevant experience. • Project Management - Proven experience working with customers on long-term projects, keeping detailed status reports up to date, and confidently guiding external teams through complex processes. • Context - Deep understanding of HTTP protocol, RESTful APIs, proxies, and solid software troubleshooting skills, and the ability to understand our platform end-to-end. • Payment Domain Knowledge - Familiarity with the payments ecosystem (Acquirers, Issuers, Gateways) and compliance standards (PCI-DSS, SOC2) is a strong plus. • Communication - Upper-intermediate or higher English communication, written and spoken, including very clear and effective communication of technical content and project statuses. • Coding - experience with reading and debugging code in 1 or more programming languages (Python, Go, Java, or similar) is a strong plus. • Self-Starter - highly motivated to take on tasks, taking initiative to solve problems and help others, proactively communicating findings, ideas, and potential project blockers. • Interactive - enjoys talking to customers and team members alike, not hesitating to reach out and establish contact to drive projects forward. • Passionate - thrive on building or finding successful solutions and contributing to our constantly changing and improving process and delivery. • Commitment - dedication to self-improvement, improving the quality of the team for others, and therein contributing to the success of VGS. What you get from us... • Flexible work hours and flexible PTO • Competitive health benefits • VGS stock options • 401k plan, with employer matching 4% and immediate vesting (available only for US employees) • Life & disability insurance • Pre-tax flexible spending accounts, dependent and healthcare FSA (available only for US employees) • Global parental leave program • Employee Assistance Program • Home Internet reimbursement • New hire home office set-up allowance • Professional learning reimbursement At VGS, we have a remote-first philosophy because we believe flexibility leads to great work and a healthy work-life balance. That said, if you live within 30 miles of one of our office locations, you’ll be on a hybrid schedule with some in-person time—because we know there’s real value in coming together. We’re not about being in the office every day—but we are about connection, collaboration, and the energy that comes from a great brainstorm, a team lunch, or celebrating a big win in person. We consider applicants without regard to race, color, national origin, sex, age, religion, sexual orientation, gender identity, veteran status, marital status, physical or mental disability, or other protected classes under all local, state, and federal laws and ordinances (AA/EOE/W/M/Vet/Disabled). Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance. Visa Sponsorship. The Company does not provide visa sponsorship for this role. Candidates must be legally authorized to work in the United States at the time of hire and throughout their employment. Individuals with temporary visas such as E, F-1 (including those with OPT or CPT), H-1, H-2, L-1, B, J, or TN, or who need sponsorship for work authorization now or in the future, are not eligible. Please note we are currently only hiring in the following states... California, Colorado, Connecticut, Florida, Illinois, New York, North Carolina, Oregon, Texas, Virginia, and Washingto