Technical Support Engineer
VGS is the world's leader in payment tokenization. Large banks, aspiring fintechs, and growing merchants embed our universal token vault into their technology stack to manage the complexities of payment data tokenization across processors and networks, open banking, card issuance, omnichannel loyalty, PCI compliance, payment orchestration, and more. We empower our clients and partners by tokenizing sensitive payment data, limiting compliance scope, and consolidating payments to unlock revenue and business opportunities.
VGS provides processor-agnostic tokenization solutions via secure universal token vaults, iframes, mobile SDKs, tokenization proxies, APIs, and data orchestration tooling to support payment acceptance, card issuance, PII and bank account tokenization, and other payments value-added services. Some of the use cases we enable include multi-processor Network Tokenization, Account Updater, payment orchestration, secure settlement file processing, 3DS, and Risk provider connectivity.
The majority of this role is hands-on technical work: debugging, troubleshooting network and integration issues, onboarding new customers, and resolving tickets.
The remainder is operational ownership and cross-team coordination. The support team plays a vital role in translating between our Engineering and Go-To-Market teams (including account management and sales). During incidents, outages, escalations, and planned maintenance, you are the primary on-shift decision-maker for PT business hours: you decide whether an incident goes on the public status page, approve the wording of customer notifications, set maintenance timing, and coordinate as needed with the GTM teams so that they are aware of any impacts to their clients. These decisions sit with leadership today, and we want them to be owned within Support.
They come up infrequently but are time-sensitive and customer-visible. You'll have a written scope of what you can approve independently and what requires the manager, expanding as you establish a track record.
What you will be doing at VGS (Responsibilities)...
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Serve as the senior decision-maker for the Support team during PT business hours. Escalations, judgment calls, and approvals land with you. You're the person on shift with the standing to decide, not to route.
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Own incident and maintenance communications. Assess severity and customer impact, decide when to post to the public status page, write or approve the wording, including team drafts, and keep it up to date through resolution.
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Set and coordinate maintenance timing. Choose windows based on real customer traffic patterns and regional load, negotiate them with engineering, inform internal client-facing teams about and make sure the notice goes out with enough lead time for customers to plan.
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Coordinate multi-team projects where Support is a stakeholder: migrations, deprecations, launches, and customer-specific rollouts. Track dependencies and keep the parties honest about status.
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Debug deeply. Reproduce issues with cURL and Postman, read logs, and trace requests across VGS infrastructure, customer systems, and downstream gateways. Diagnose network problems independently: DNS, TCP/IP, routing, timeouts, connection resets, and TLS/SSL handshake failures.
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Resolve an issue, find a workaround, or escalate with a bug report good enough for engineering to act on immediately.
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Drive mid-tier and long tail customer integrations from kickoff to go-live, coordinating between customer engineers and internal teams.
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Write up nontrivial investigations as internal runbooks or public documentation.
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Prepare and deliver customer training , building the material where it doesn't exist.
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Meet SLA and quality targets, and help the team meet theirs.
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Participate in the weekend on-call rotation (every 3rd weekend, Saturday and Sunday, 8:00–20:00 PT). On-call is monitoring coverage, not a full working day — you respond to urgent inciden