Technical Support Engineer

What you will be doing at VGS (Responsibilities)...
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. 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. 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. 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. 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. Resolve an issue, find a workaround, or escalate with a bug report good enough for engineering to act on immediately. Drive mid-tier and long tail customer integrations from kickoff to go-live, coordinating between customer engineers and internal teams. Write up nontrivial investigations as internal runbooks or public documentation. Prepare and deliver customer training , building the material where it doesn't exist. Meet SLA and quality targets, and help the team meet theirs. 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 incidents and time-sensitive requests, while routine tickets wait for the next business day.

What we are looking for from you (Requirements)...
5+ years in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management — with at least some of it in a senior or lead capacity. Experience owning customer-facing incident or maintenance communication. You will be writing status page updates, incident notices, and escalation emails. You understand the difference between transparency and alarm. Strong internal communication skills. You will be the translation layer between customers, VGS account management, and VGS product and engineering. You should be able to operate in different contexts and understand how to translate between the technical, operations, and business contexts of conversations to ensure context is not lost between stakeholders. Autonomy. You are comfortable deciding and then reporting, rather than checking first. You'll have a few hours of overlap with your manager each day and spend the rest of your shift as the main decision-maker. Strong command of HTTP, REST APIs, and proxies. Independent network debugging — DNS, TCP/IP, routing, connectivity, TLS/SSL handshakes. Be ready to describe a specific problem you diagnosed and how you narrowed it down. English at C1 or above , written and spoken. You'll be writing text that customers and executives read, under time pressure. Willingness to work PT business hours on a sustained basis. Nice to have Payments background: acquirers, issuers, gateways, network tokenization, 3DS, PCI-DSS, SOC 2. Reading and debugging code in at least one of Python, Go, Java, or a similar language. You won't ship production code. A Computer Science, Engineering, or Math degree.