Technical Support Engineer

About IXOPAY, a TokenEx Company

Our mission at IXOPAY, a TokenEx Company, is to secure and optimize payments for global commerce. We’re building an integrated platform that optimizes payment transactions and protects payments data. For merchants who understand that payments are now a strategic function, IXOPAY, a TokenEx Company is a complete payments optimization platform that delivers best-in-class tokenization and transaction routing. Unlike point solutions, IXOPAY, a TokenEx Company delivers omnichannel tokenization, card lifecycle management, and smart routing via any payments service provider — giving merchants unprecedented control over their revenue and the competitive edge to thrive in global commerce.

We believe our people are our most valuable asset and that our culture is defined by our core values that align the organization with our mission and strategy.

Position Overview

The Technical Support Engineer role provides highly effective and efficient technical problem-solving for the entire customer base, serving as the primary technical owner of global support issues. This position is integral in adding value to our customer relationships via the deep technical skill and service provided, and is reserved for a motivated, self-starting individual.

In this role, you will assume the initial triage and resolution of all incoming tickets, utilizing proactive system monitoring and advanced diagnostics to maintain IXOPAY's platform dependability. The Technical Support Engineer is a crucial customer advocate, responsible for deep troubleshooting of complex issues via all channels and serving as a Designated Support Engineer (DSE) for our high-value customers. You will contribute to IXOPAY's reputation by producing strong customer references, driving resolutions, and continuously improving processes through high-quality knowledge base documentation.

Position Responsibilities

• Serve as the primary point of contact for all incoming global tickets (web, email, phone), owning the issue from start to resolution.
• Act as the assigned Designated Support Engineer (DSE) for high-value customers, prioritizing their cases and providing rapid support via dedicated channels.
• Troubleshoot and resolve the majority of technical issues, including reproducing bugs, gathering logs, and breaking down complex issues for customers.
• Maintain a thorough understanding of all company products, services, and complex customer use cases.
• Monitor all IXOPAY environment alerts during scheduled shifts, proactively responding to system alerts and using reporting tools to query data and identify issues early.
• Provide prompt and accurate feedback to customers across all channels, ensuring adherence to all response SLA commitments.
• Advocate for customers by collaborating with internal stakeholders (Operations, Development, Product, Customer Success) to ensure satisfaction and retention.
• Properly escalate high-complexity issues to internal Level 3/Engineering and/or Leadership teams with complete diagnostic documentation.
• Document technical resolutions and expert knowledge in high-quality knowledge base articles for team enablement and self-service.
• Serve as the primary or secondary on-call Support Engineer during bi-monthly rotations for critical after-hours support.
• Effectively prioritize and manage multiple open issues at the same time, ensuring timely follow-through and successful closure of Customer Support tickets.
  
  

Position Qualifications

• 1+ years of professional experience in a technical support, help desk, or application support role.
• Technical degree (e.g., Computer Science, Engineering) or equivalent combination of education and experience.
• Foundational proficiency in programming concepts (e.g., API structure, JSON) and networking fundamentals.
• Familiarity with reporting or diagnostic tools for querying and analyzing data (e.g., log analysis, SQL).
• Experience working with web-based support tools and ticketing systems.
• Strong written and verbal English communication skills.
• Proven aptitude to quickly learn and master complex technical information.
• Demonstrated problem-solving skills with attention to detail and the ability to maintain ownership of issues through resolution.
• Experience in a SaaS environment or the payments/fintech industry is a plus.
  
  

Remote, US: This is a remote-friendly position, however, candidates from the Pacific or Mountain time zones are strongly preferred.