Tier 2 Technical Support Agent
Jonas Software•Oakville, ON
•$70,000 - $80,000•Remote
About The Position
Constellation Payments is seeking a Tier 2 Technical Support Agent to support complex technical issues, working closely with merchants, developers, and internal teams. This role serves as a key escalation point for technical inquiries related to payment processing, APIs, system integrations, and troubleshooting.
Requirements
- 2–4 years of experience in technical support or client-facing engineering.
- Strong knowledge of REST APIs, JSON, authentication, and webhooks.
- Understanding of payment processing concepts including settlement, chargebacks, tokenization, and PCI compliance.
- Experience with tools like Postman, Splunk, or comparable debugging platforms.
- Strong written and verbal communication skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Experience with ticketing systems such as Zendesk, Jira, or Salesforce.
- Strong understanding of payment fee models, transaction lifecycle processes, and industry standard payment processing practices.
- Must be eligible to travel to the USA.
- All applicants must have pre-existing legal authorization to work in the United States of America.
Nice To Haves
- Experience with payment platforms such as Stripe, Adyen, or Authorize.Net.
- Basic knowledge of scripting or query languages (Python, SQL).
- Familiarity with SaaS and cloud-based tech environments.
Responsibilities
- Serve as the escalation point for Tier 1 technical support issues.
- Troubleshoot payment gateway, API, webhook, tokenization, and transaction processing issues.
- Analyze logs, API calls, and transaction data to identify root causes.
- Collaborate with Engineering, QA, and Product teams to resolve issues.
- Assist merchants and partners with integrations, SDK configuration, and best practices.
- Update internal documentation and knowledge base resources.
- Provide recurring issue feedback to product teams.
- Participate in on-call rotation as required.
- Performs additional responsibilities as assigned by leadership to support departmental and organizational objectives.
Benefits
- Comprehensive medical, dental, vision, and life insurance plans
- 15 paid vacation days
- 5 paid sick days
- 1 paid personal day annually
- Employee Share Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
