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Technical Support Engineer

June 26, 2026

Location: USA - RemoteAbout IXOPAYIXOPAY is the enterprise-grade global payment infrastructure platform built for the era of agentic commerce, equipping merchants and businesses with AI-driven intelligence, orchestration, advanced tokenization, and the tools to power every step of their payments journey. From routing and compliance to customized modules and full-scale orchestration, IXOPAY delivers the infrastructure for faster integrations, higher approval rates, and seamless global expansion.We believe our people are our most valuable asset and that our culture is defined by our core values that align the organization with our mission and strategy.Position OverviewThe Technical Support Engineer role provides highly effective and efficient technical problem-solving for the entire customer base, serving as the primary technical owner of global support issues. This position is integral in adding value to our customer relationships via the deep technical skill and service provided, and is reserved for a motivated, self-starting individual.In this role, you will assume the initial triage and resolution of all incoming tickets, utilizing proactive system monitoring and advanced diagnostics to maintain IXOPAY's platform dependability. The Technical Support Engineer is a crucial customer advocate, responsible for deep troubleshooting of complex issues via all channels and serving as a Designated Support Engineer (DSE) for our high-value customers. You will contribute to IXOPAY's reputation by producing strong customer references, driving resolutions, and continuously improving processes through high-quality knowledge base documentation.Position Responsibilities <ul><li>Serve as the primary point of contact for all incoming global tickets (web, email, phone), owning the issue from start to resolution.</li><li>Act as the assigned DSE for high-value customers, prioritizing their cases and providing rapid support via dedicated channels.</li><li>Troubleshoot and resolve the majority of technical issues, including reproducing bugs, gathering logs, and breaking down complex issues for customers.</li><li>Maintain a thorough understanding of all company products, services, and complex customer use cases.</li><li>Proactively respond to system alerts and utilize reporting tools for timely issue identification.</li><li>Provide prompt and accurate feedback to customers across all channels, ensuring adherence to all response SLA commitments.</li><li>Advocate for customers by collaborating with internal stakeholders (Operations, Development, Product, Customer Success) to ensure satisfaction and retention.</li><li>Properly escalate high-complexity issues to internal Level 3/Engineering and/or Leadership teams with complete diagnostic documentation.</li><li>Document technical resolutions and expert knowledge in high-quality knowledge base articles for team enablement and self-service.</li><li>Serve as the primary or secondary on-call Support Engineer during bi-monthly rotations for critical after-hours support.</li><li>Prioritize and manage multiple open issues concurrently.</li></ul>Position Qualifications <ul><li>Experience: 3+ years of professional experience in a technical role supporting applications or software.</li><li>Previous experience in a help desk or technical support environment is essential.</li><li>Technical degree (e.g., Computer Science, Engineering) preferred, or equivalent combination of education and experience.</li><li>Strong, demonstrated experience supporting applications in a SaaS environment is highly preferred.</li><li>Mid-level proficiency in programming concepts (e.g., API structure, JSON) and networking fundamentals.</li><li>Mid-level experience using reporting tools to query and analyze data (e.g., log analysis, SQL).</li><li>Expertise working with web-based support tools and complex ticketing systems.</li><li>Exceptional oral and written English fluency and professional communication skills are required.</li><li>Proven aptitude to quickly learn and master complex technical information.</li><li>Demonstrated experience with structured problem-solving, debugging, and error reproduction in a production environment.</li><li>Strong attention to detail and the ability to maintain issue ownership and resolution on high-priority cases.</li></ul>What We Offer<ul><li>Competitive salary and benefits</li><li>Opportunities for growth and development</li><li>A collaborative and supportive team environment</li></ul>US Benefits Include<ul><li>Medical, Dental & Vision Insurance</li><li>Flexible Spending Account (FSA) & Health Savings Account (HSA)</li><li>Employer-paid Life, AD&D, STD & LTD Insurance</li><li>Unlimited PTO & Paid Holidays</li><li>401(k) Plan with Employer Match</li></ul>Equal Opportunity EmployerIXOPAY is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law. IXOPAY participates in E-Verify.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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