Virtuous · 2 weeks ago
Technical Support Engineer (Tier 2) - Payments Team
United States
Full-time
Remote
Entry, Mid Level
2+ years expVirtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. As a Technical Support Engineer (Tier 2) on the Payments Team, you will deliver high-quality support to customers, troubleshoot payment processing issues, and collaborate with Engineering and Customer Success to ensure effective resolutions.
AnalyticsCharityCRMSaaSSoftware
Responsibilities
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
Qualification
Required
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
Preferred
General working knowledge of APIs, HTML, and CSS for troubleshooting and investigation
Familiarity with donor giving flows, reconciliation, or financial reporting workflows
Experience with investigating potentially fraudulent card spinning activity
Experience with adding/adjusting cloudflare firewall settings/rules to block undesirable traffic
Benefits
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
Supportive time off including paid volunteer days and company holidays
Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
Community and host exciting company outings and events
Company
Virtuous
Our mission is to move the needle on global generosity by helping nonprofits better connect with and inspire their supporters.
51-200 employees
H1B Sponsorship
Virtuous has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
$155.78MKey Investors
Susquehanna Growth EquityFulcrum Equity PartnersMATH Venture Partners
2024-09-19Private Equity· $100M
2024-08-07Series Unknown· $15M
2022-10-18Series Unknown· $14M
Leadership Team
Gabe Cooper
CEO
Recent News
Columbia West
2025-10-11
Company data provided by crunchbase