Job Description

Principal Solutions Engineer (Payment Gateways and Revenue Management) As a Principal Solutions Engineer with expertise in payment gateways, you will play a crucial role in the ongoing support of our products and payment gateway solutions for our merchants. You will be responsible for troubleshooting highly technical issues, and providing expert guidance. You will collaborate closely with cross-functional teams, including product managers and developers to ensure customer satisfaction and drive continuous improvement in the product and payments. Responsibilities 1. Provide exceptional product support to clients, addressing their technical inquiries and troubleshooting issues related to payments integration and usage. 2. Be the voice of your customers, translating challenges into actionable product improvements. 3. Offer holistic solutions that go beyond quick fixes, maximizing customer satisfaction and value. 4. Build and maintain strong relationships with key clients, understanding their payment needs and ensuring the delivery of high-quality solutions. 5. Stay up-to-date with payments industry trends and related emerging technologies. Partner with internal stakeholders to develop and implement innovative solutions. 6. Craft clear knowledge base articles and training materials for self-sufficiency. Mentor and coach junior team members, sharing your knowledge and expertise to foster their professional growth. Qualifications 1. Have a strong desire to stay ahead of the curve and embrace continuous learning in the fintech, financial services, and payments realm. 2. Have 4+ years of demonstrably successful experience in payments support or consulting. 3. In-depth understanding of payment gateway functionalities, including authorization, settlement, fraud prevention, and security protocols (e.g., PCI-DSS, 3D Secure). 4. Experience supporting global clients in the payment space, particularly those collecting payments internationally would be a plus. 5. Experience in handling high-priority (P0/P1) payment issues, quickly assess complex situations, identify root causes, and mobilize resources to resolve critical issues efficiently. 6. Combine deep technical expertise with exceptional communication and empathy to provide tailored solutions that address individual customer challenges. 7. Possess in-depth knowledge and hands-on experience with APIs, front end technologies like Javascript and tools like Postman for troubleshooting and testing. 8. Thrive in a fast-paced environment, act with a sense of urgency and collaborate effectively with diverse teams. 9. Possess a keen eye for detail and troubleshooting skills to address integration issues and discrepancies in reported data. 10. Bachelor's in Computer Science or related field OR equivalent experience. 11. Schedule Flexibility: Maintain a flexible schedule to adapt to 24/7 support requirements. Benefits: Want to know what it means to work for a company that genuinely cares about you? Check out just a few of the benefits we give our employees: Uncapped Leave Policy Annual 2-week block leave ESOPs from Day 1 Multiple medical plans designed to fit you and your familys needs We are Globally Local With a diverse team across four continents and customers in over 60 countries, you get to work closely with a global perspective right from your own neighborhood. We Value Curiosity We believe the next great idea might just be around the corner—perhaps it’s that random thought you had ten minutes ago. We believe in creating an ecosystem that fosters a desire to seek out hard questions and then figure out answers to them. Customer! Customer! Customer! Everything we do is driven towards enabling our customers’ growth. This means no matter what you do, you will always be adding real value to a real business problem. It’s a lot of responsibility, but also a lot of fun.