Technical Support Engineer (Tier 2) - Payments Team

Position Summary

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.

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.

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.

You Must Have

• 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.

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

About Us

Virtuous software is powering the world’s leading nonprofits and inspiring a new generation of generosity.

At Virtuous, we believe generosity has the power to transform the world - and so we are on a mission to create $10B in net new generosity by helping nonprofits better connect with and inspire their donors.

Our talented team is hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the nonprofit community.

Our values are more than just a poster on the wall. Instead, our mission and values are precisely why candidates choose Virtuous. Our core values are:

1. Build Better: We build audacious ideas to accelerate philanthropy and dismantle the status quo.

2. Display Radical Generosity: We are generous with our time & talent as we serve our team and the nonprofit community.

3. Stay Humble & Enjoy the Journey: We take our work seriously, but we don't take ourselves too seriously.

Virtuous should act as a career accelerator for everyone on our team. Team members should look back at their time at Virtuous as one of the most productive and stretching seasons in their professional lives. This means that working at Virtuous isn't for everybody. It is for the select few who are ready to do hard things and build something truly great.

If this sounds like you, we’d love for you to apply!

What We Offer

• 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

• We value our employee’s work-life balance and encourage taking advantage of 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)

• We pride ourselves on Community and host exciting company outings and events.

We’ve recently noticed an increase in recruitment scams where individuals are impersonating recruiters to obtain personal or financial information through fraudulent interviews and job offers.

Please note that all legitimate communication from Virtuous will only come from the @virtuous.org domain. If you receive a message from other domains, even if they look similar (e.g., virtuouscareers.org or virtuousjobs.com), they are not legitimate and we recommend disregarding it immediately.