Product Support & Implementation Engineer-Hybrid Role

Payarc•Greenwich, CT

3d•Hybrid

About The Position

The Product Support & Implementation Engineer delivers top-tier, customer-facing technical support for Payarc’s API and SDK products. This role works directly with customers—developers, ISVs, and merchants—to assist with integrations, troubleshoot issues, and provide in-depth technical support across Payarc’s products, including the Payarc Gateway, Payarc Connect, and Merchant Dashboard. The ideal candidate combines a strong background in Level 2 or higher technical support with hands-on experience implementing and integrating technical solutions. Sitting at the intersection of Support, Product, and Engineering, the Product Support & Implementation Engineer ensures every customer integrates successfully and relays customer feedback that drives continuous product improvement.

Requirements

3+ years in Level 2 or higher technical support, specifically supporting APIs and SDKs
Strong working knowledge of API technologies, including RESTful APIs, SDKs, webhooks, and authentication
Familiarity with tools such as Postman for testing and troubleshooting
Proven customer-facing experience on technical projects involving implementations and integrations
Experience with API documentation platforms such as ReadMe.io
Excellent written and verbal communication, with the ability to convey technical information clearly and concisely
Excellent analytical and problem-solving skills, with the ability to think creatively to resolve complex issues
Exceptional written and verbal communication skills, able to convey technical information clearly and concisely
Ability to work effectively in a cross-functional environment across product management and development teams
Strong sense of ownership and accountability
Ability to manage multiple customer issues and priorities simultaneously
Continuous learning mindset

Nice To Haves

Familiarity with the payments industry or financial technology (PCI DSS, gateways, terminals, tokenization)
Working knowledge of a programming language such as JavaScript/Node.js, Python, PHP, TypeScript, or C# to assist with integration and troubleshooting
Experience with POS systems and terminals (e.g., PAX) and payment gateways
Project management or coordination experience on technical or software-deployment projects
Experience creating knowledge base articles for customer self-service

Responsibilities

Provide expert-level technical support for Payarc’s API and SDK Suite and products (Payarc Gateway, Payarc Connect, Merchant Dashboard), helping customers troubleshoot and resolve integration and payment issues
Guide ISV and merchant customers through the full integration lifecycle, from first API call to production launch
Reproduce, diagnose, and resolve complex technical issues using tools such as Postman, tracing requests across gateways, terminals, and services to identify root cause
Maintain and improve technical documentation, including contributing to ReadMe.io or similar API documentation platforms
Develop deep expertise in Payarc’s API and SDK offerings to guide customers through complex technical processes
Partner with the product management and engineering teams to relay customer feedback, report bugs, and contribute to continuous product improvement
Create and deliver onboarding materials and training sessions that help new customers get started quickly
Maintain clear, professional, and timely communication with customers, owning each issue end-to-end until it is resolved
Participate in Agile/Scrum ceremonies using JIRA and Confluence (as applicable)