Technical Support Engineer, Virtuous

• This role is ideal for someone who enjoys problem-solving, thrives in ambiguity, and takes pride in balancing technical investigation with clear, empathetic customer communication especially when issues involve transactions and time-sensitive giving moments
• 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 to support investigations
• Excellent written and verbal communication skills, especially when explaining technical concepts to non-technical users
• Strong organizational skills and the ability to manage multiple priorities simultaneously
• A growth mindset and desire to continually improve both personally and professionally
• A sense of ownership, professionalism, and humor—you take your work seriously without taking yourself too seriously

Desirable

• As a Technical Support Engineer (Tier 2) on the Payments Team at Virtuous, you play a critical role in delivering high-quality support to our customers while serving as a key escalation point for payment processing, online giving, and reconciliation issues
• You will develop deep expertise across Virtuous CRM+ and Raise, diagnose complex technical and workflow challenges, and partner closely with Engineering and Customer Success to drive timely, effective resolutions that protect donor trust and customer confidence
• Handle escalated Tier 2 support tickets submitted via email and phone using Zendesk, with a strong focus on accuracy, ownership, and follow-through
• Troubleshoot payment processing issues end-to-end across Virtuous Giving and Raise, including failed transactions, donor checkout errors, payment method issues, webhook/notification-related failures, and discrepancies between platform and gateway outcomes
• Manage and support payment gateway integrations (such as: Stripe, Stax, Auth.net, Paypal, etc..), including diagnosing configuration issues, validating credentials and connectivity, understanding gateway-specific behaviors, and identifying when issues originate in Virtuous vs. the gateway
• Investigate and resolve reconciliation issues, including settlement timing, payouts, refunds, chargebacks, and mismatched transaction records ensuring accurate reporting and customer confidence
• Meet and maintain performance metrics including response time, resolution time, ticket throughput, and CSAT
• Troubleshoot complex, non-standard issues by reproducing problems, analyzing data, and identifying root causes
• Investigate and validate potential product defects, document findings clearly, and collaborate with Engineering through Jira to drive resolution
• Collect logs, account data, and environmental details to identify patterns, edge cases, or systemic issues
• Propose creative and practical solutions or workarounds to help customers accomplish their goals—even when the product isn’t behaving as expected
• Manage customer expectations by providing timely updates, setting clear next steps, and communicating technical details in an understandable way
• Work closely with Customer Success to support customer health, retention, and overall experience
• Adapt to evolving responsibilities and priorities in a fast-paced, growing SaaS environment