Virtuous is hiring a Technical Support Engineer (Tier 2) - Payments Team

Virtuous is hiring a Technical Support Engineer (Tier 2) for our Payments Team. In this role, you will deliver high-quality support and serve as a key escalation point for complex payment processing, online giving, and reconciliation issues within our Virtuous CRM+ and Raise products. You will develop deep expertise, diagnose complex challenges, and partner closely with Engineering and Customer Success to drive timely, effective resolutions for our nonprofit customers.

What You'll Do

• Handle escalated Tier 2 support tickets submitted via email and phone using Zendesk.
• Troubleshoot payment processing issues end-to-end across Virtuous Giving and Raise, including failed transactions, donor checkout errors, payment method issues, webhook failures, and platform-gateway discrepancies.
• Manage and support payment gateway integrations (Stripe, Stax, Auth.net, Paypal, etc.), diagnosing configuration issues, validating credentials, and identifying problem origins.
• Investigate and resolve reconciliation issues, including settlement timing, payouts, refunds, chargebacks, and mismatched transaction records.
• Meet and maintain performance metrics for 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.
• 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.
• Manage customer expectations by providing timely updates, setting clear next steps, and communicating technical details understandably.
• 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.

What We're Looking For

• 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.

Nice to Have

• 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.

Technical Stack

• Zendesk
• Jira
• Stripe
• Stax
• Authorize.net
• PayPal

Team & Environment

You will join our dedicated Payments Team, collaborating with Customer Success and Engineering to ensure the reliability and performance of our payment systems.

Benefits & Compensation

• Market competitive pay leveraging Carta data.
• 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.
• 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).
• Company outings and events.

Company Culture

At Virtuous, we believe in asking questions with a spirit of curiosity and giving feedback freely with candor & grace. We display a passion for philanthropy and technology and serve with joy. We celebrate the wins & milestones of others, assume good intent & demonstrate trust in our colleagues, and pursue relationships with people different from ourselves to create space to be human.

Virtuous is an equal opportunity employer.