Technical Support Engineer (Tier 2) - Payments Team

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

About Us

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.