Product Support Engineer

ROI Solutions•Medford, MA

6d•$95,000 - $110,000•Remote

About The Position

As a Product Support Engineer, you will be the internal expert on how our products behave in real customer environments, including configurations, data flows, integrations, embedded tools, and third-party vendor systems. You will own complex issues escalated beyond front-line support and drive them to resolution through investigation, documentation, collaboration, and clear communication. This is not a traditional help desk or engineering role. It is a product operations role focused on understanding customer-impacting product behavior, reducing repeat escalations, improving internal knowledge, and ensuring our SaaS products operate reliably as complexity grows.

Requirements

3+ years supporting or operating SaaS applications
Strong understanding of APIs, integrations, and configuration-driven systems
Ability to read logs, trace workflows, and reason about system behavior
Experience working directly with customers on complex technical issues
Experience managing vendor/partner relationships; comfortable being the point of contact for external technical partners
Strong written and verbal communication skills
Strong documentation skills; you write things down clearly and keep them current
Familiarity with agile/scrum processes and tools (Jira, Confluence, or similar)

Nice To Haves

Experience in nonprofit technology, CRM systems, or payment processing
Familiarity with data integrations, ETL processes, or API management
Experience with observability platforms (Datadog, Splunk, or similar)
Experience with reporting tools (Jaspersoft, QuickSight, or similar)
Understanding of PCI compliance requirements as they relate to payment processing

Responsibilities

Develop deep, working knowledge of our products as they operate in real customer environments
Become a super-user of product features, configuration options, and integration points
Proactively understand how embedded and third-party tools behave, fail, and recover within our platform
Own complex customer issues escalated beyond L1/L2 support
Diagnose ambiguous or emergent product behavior involving: Configuration and permissions, Data pipelines and integrations, Third-party vendor systems
Classify whether issues stem from system behavior, configuration, vendor changes, or product defects; route accordingly with clear scope
Reproduce issues using logs, metrics, configurations, and real-world usage patterns
Drive issues to resolution end-to-end, including workarounds and follow-ups
Own ongoing relationships with payment processing partners (e.g., Worldpay, iATS/Deluxe, Revaly/Flexpay); serve as the primary point of contact for expected behavior, integration clarifications, and roadmap awareness
Manage vendor escalations, root-cause analysis, and resolution timelines
Advocate internally with vendor contacts to ensure our integrations remain supported and our needs are understood
Monitor vendor communications for changes that impact our products and coordinate response across engineering and product teams
Translate technical findings into clear, customer-appropriate communication
Oversee the operational health of cross-client uploads and data integrations
Coordinate client-specific integration requests with engineering, ensuring requirements are documented and prioritized
Triage integration-related support escalations and route to appropriate engineering resources
Contribute to product documentation; knowledge base articles, integration runbooks, troubleshooting guides, and vendor-specific reference materials
Maintain integration documentation (What connects to what, data flows, known issues, and workarounds)
Coordinate release communication for vendor-impacting changes with Product Owners and engineering
Support release coordination where vendor or integration dependencies are involved
Identify recurring issues, friction points, and integration risks
Act as the voice of the customer; advocate for fixes or enhancements by influencing Product and Engineering prioritization based on real-world impact patterns
Provide actionable feedback to Product and Engineering teams
Contribute to internal documentation, runbooks, and troubleshooting guides
Help reduce repeat incidents by improving understanding, documentation, and defaults
Share knowledge with Client Services teams to build overall support capability and reduce unnecessary escalations
Develop and maintain runbooks, decision trees, and troubleshooting guides that enable L1/L2 to resolve more issues independently
Identify patterns in escalated tickets that indicate training gaps or documentation needs in the support organization