Tier 2 Technical Support Agent

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Job Description:

Tier 2 Technical Support Agent

Compensation: The expected salary range for this role is between $70,000 and $80,000, depending on experience and qualifications.

Reason for Opening: Net New position

AI is used to screen, assess, or select applicants for this role.

Travel - Must be eligible to travel to the USA.

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About The Role

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.

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What You’ll Do

• 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.

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Basic Qualifications

• 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.

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Preferred Qualifications

• 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.

Compensation, Benefits, and Work EnvironmentWork Location & Flexibility