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Technical Support Engineer United States / CanadaGTM – Client Operations /Full Time /Remote APPLY FOR THIS JOB 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 payment 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. What you will be doing at VGS… Manage long-term integration projects with our customers, ranging from Fintech startups to Fortune 100 clients, to understand and resolve their integration and operational requests. Act as the primary coordinator between internal VGS development teams and the customer's technical staff, ensuring alignment and that no tasks or dependencies are forgotten. Maintain up-to-date project trackers, spreadsheets, and task boards to accurately reflect current integration statuses for both internal stakeholders and customers. Triage customer issues, perform deep-dive debugging (reviewing logs, reproducing issues via cURL/Postman), and resolve or find workarounds. Investigate and resolve complex network connectivity issues (e.g., timeouts, connection resets, TLS/SSL handshake failures) between VGS infrastructure, our customers, and downstream payment gateways. Create and update internal and public-facing documentation based on findings from request investigations and project milestones. Communicate via email, chat, or video conferencing with customers to provide "Very Good" service experiences. Prepare and deliver customer training, including developing training materials if they do not already exist. Submit and comment on bug reports and feature requests based on customer interactions. Engage with the development team to create new feature requests, escalate bugs, solve problems, or obtain missing information. Understand and deliver on team metrics and KPIs, prioritizing ticket quality, fast resolution times, and high focus on customer satisfaction. Meet or exceed SLA times consistently. Reliably respond to on-call emergencies and participate in on-call support rotation as needed What we are looking for from you (Requirements)... Foundation - at least 5 years of relevant work experience in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management. A bachelor's degree in Computer Science, Technology, Engineering, or Math, or relevant experience. Project Management - Proven experience working with customers on long-term projects, keeping detailed status reports up to date, and confidently guiding external teams through complex processes. Context - Deep understanding of HTTP protocol, RESTful APIs, proxies, and solid software troubleshooting skills, and the ability to understand our platform end-to-end.Requires at least medium-level networking experience, specifically a proven ability to independently debug different network issues (e.g., DNS, TCP/IP, routing, connectivity, and TLS/SSL handshakes). Payment Domain Knowledge - Familiarity with the payments ecosystem (Acquirers, Issuers, Gateways) and compliance standards (PCI-DSS, SOC2) is a strong plus. Communication - Upper-intermediate or higher English communication, written and spoken, including very clear and ... (truncated, view full listing at source)