Technical Support Engineer

About IXOPAY

IXOPAY is the enterprise-grade global payment infrastructure platform built for the era of agentic commerce. We equip merchants and enterprises with AI-driven intelligence, payment orchestration, advanced tokenization, and the tools to optimize every stage of the payments journey.

From intelligent routing and compliance to customizable modules and enterprise-scale orchestration, IXOPAY helps businesses integrate faster, improve payment performance, and expand globally with confidence.

At IXOPAY, our people are our greatest strength. Our collaborative culture is built on shared values that guide how we work, innovate, and support our customers.

About the Role

We're looking for a Technical Support Engineer to join our global Support team. In this role, you'll be the first point of contact for technical support requests, helping customers resolve complex issues while ensuring the reliability of the IXOPAY platform.

You'll troubleshoot technical problems, collaborate with Product and Engineering teams, monitor platform health, and advocate for customers throughout the support process. You'll also serve as a Designated Support Engineer (DSE) for key customers, delivering exceptional technical support and helping drive long-term customer success.

What You'll Do

• Own customer support cases from initial triage through resolution across web, email, and phone channels.

• Serve as the Designated Support Engineer (DSE) for strategic customers, providing timely and proactive technical support.

• Troubleshoot and resolve technical issues by reproducing bugs, analyzing logs, and investigating complex application behaviour.

• Monitor platform health and respond proactively to system alerts and operational issues.

• Meet support SLAs by providing timely, accurate, and professional customer communication.

• Partner with Product, Engineering, Operations, and Customer Success teams to resolve issues and improve the customer experience.

• Escalate complex issues with clear diagnostic information and thorough documentation.

• Create and maintain knowledge base articles to improve team efficiency and customer self-service.

• Participate in a bi-monthly on-call rotation to support critical after-hours incidents.

• Manage multiple priorities while maintaining a high standard of customer service.

What You'll Bring

Required

• 3+ years of experience in a technical support, application support, or software support role.

• Experience supporting SaaS applications in a customer-facing environment.

• Strong troubleshooting, debugging, and problem-solving skills.

• Working knowledge of APIs, JSON, networking fundamentals, and log analysis.

• Experience using SQL or similar reporting/query tools to investigate technical issues.

• Excellent written and verbal communication skills in English.

• Ability to quickly learn complex technical systems while managing multiple priorities.

Preferred

• A degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

• Experience working with enterprise ticketing and web-based support platforms.

• Experience supporting payment, FinTech, or other mission-critical software platforms.

Why Join IXOPAY?

At IXOPAY, you'll help support the payment infrastructure behind global businesses while working alongside experienced engineers in a collaborative, international environment.

We offer:

• Competitive salary and benefits

• Professional growth and development opportunities

• A collaborative, supportive team culture

US Benefits Include

• Medical, Dental, and Vision Insurance

• Flexible Spending Account (FSA) and Health Savings Account (HSA)

• Employer-paid Life, AD&D, Short-Term Disability, and Long-Term Disability Insurance

• Unlimited Paid Time Off and Paid Holidays

• 401(k) Plan with Employer Match

Our Commitment to Inclusion

We know great candidates don't always meet every qualification. If you're excited about this opportunity, we encourage you to apply—we'd love to hear what you can bring to IXOPAY.

Equal Opportunity Employer

IXOPAY is proud to be an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity, or gender expression), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

IXOPAY participates in E-Verify.