Key Facts

Remote From:

Fixed term

English

Hard Skills

Payment Processing JScript Internal Documentation Process Optimization Continuous Improvement Process Project Collaboration

Other Skills

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Troubleshooting (Problem Solving)
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Customer Service
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Social Skills
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Communication
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Time Management

Roles & Responsibilities

Strong interpersonal skills and a proactive, self-starting attitude.
Excellent written and verbal communication abilities.
Experience with technical skills including HTML, CSS, and JavaScript.
Degree in relevant technologies (Preferred) or comparable experience.

Requirements:

Provide exceptional technical support and service directly to customers using the payment processing platform.
Investigate, troubleshoot, and resolve customer issues related to payment transactions, failures, refunds, chargebacks, and billing discrepancies.
Maintain detailed internal records of all customer interactions, cases, and resolutions using ticketing software.
Build and maintain strong working relationships with both customers and internal stakeholders to ensure effective issue resolution and customer satisfaction.

Full Scale

About Full Scale

Full Scale is a tech services company that helps businesses build teams of software engineers. Our goal is to make finding and retaining highly experienced software engineers fast, easy and affordable. As lifelong entrepreneurs and software startup founders, we tore pages out of our own playbooks in order to create a service offering that is for Founders, by Founders! Matt DeCoursey is a Kansas City-based entrepreneur, co-founder, and CEO of Full Scale, co-host of the Startup Hustle podcast; as well as the founder of Gigabook. He is the top-selling author of Million Dollar Bedroom and Balance Me as well as the co-author of The Realist’s Guide to a Successful Music Career. Matt Watson is a Kansas City-based entrepreneur, co-founder of Full Scale, co-host of the Startup Hustle podcast; as well as the founder of Stackify. After a 150-million-dollar exit from VIN Solutions Matt founded Stackify, to help developers improve application performance so they can focus on building better apps. In 2021, Stackify was acquired by Netreo, earning Matt Watson a two-time exit Founder. Hosting the Startup Hustle podcast, we spend 5 days a week talking to entrepreneurs, influencers, investors and thought leaders shaping the local Startup ecosystem whom all say they have the same problem when it comes to finding the tech talent to help grow their business. It didn’t take long to realize something had to change. With that, we created Full Scale. We take a consultative approach with clients so that you can feel confident you are choosing the right team member for your project. To learn more about what we do: fullscale.io To learn more about who we are: https://linktr.ee/startuphustle

Founded: 2018

Company size: 201 - 500

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Job description

This is a remote position.

Join one of the Philippines’ fastest-growing tech companies. Open to Philippine-based candidates only.

About Us: Full Scale is a fully remote-first company that helps businesses build dedicated teams of skilled software engineers. We make finding and retaining experienced software talent easy and affordable.

About the Role: The Technical Support Engineer is responsible for providing high-quality technical support and customer service for a payment processing platform, ensuring smooth and reliable transaction experiences for customers and merchants. The ideal candidate combines strong technical troubleshooting skills with a customer-first mindset and the ability to work in a fast-paced, high-volume support environment.

Key Responsibilities:

Provide exceptional technical support and service directly to customers using the payment processing platform.
Investigate, troubleshoot, and resolve customer issues related to payment transactions, failures, refunds, chargebacks, and billing discrepancies, ensuring clear and thorough documentation of all findings.
Maintain detailed internal records of all customer interactions, cases, and resolutions using ticketing software.
Build and maintain strong working relationships with both customers and internal stakeholders to ensure effective issue resolution and customer satisfaction.
Escalate unresolved or complex payment-related issues to appropriate internal teams with complete and well-structured technical documentation.
Identify recurring payment system issues and escalate trends to product and engineering teams to support long-term fixes and system improvements.
Collaborate closely with internal departments such as Engineering, Product, and Operations to ensure seamless customer support and issue resolution.
Demonstrate deep knowledge of the payment processing platform, including transaction flows, APIs, and system behavior.
Act as a subject matter expert in payment support, contributing to internal knowledge base articles, troubleshooting guides, and customer-facing documentation.
Consistently meet or exceed defined service level agreements (SLAs), including response and resolution time targets.
Identify and implement opportunities to improve support efficiency, workflow optimization, and overall customer experience.
Mentor and support new team members by providing guidance on payment troubleshooting, support processes, and product knowledge