Technical Support Engineer II

Technical Support Engineer II

Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. We're looking for a Technical Support Engineer II to join our Platforms team and help us unleash the potential of every business.

As part of our Platforms business, we are looking for a Technical Support Engineer who will play a critical role in delivering exceptional experiences for our customers while partnering with internal teams to ensure the voice of the customer is well represented. In this strategic role, you will serve as a trusted partner to both internal teams and external stakeholders, ensuring seamless integration and optimal performance of our platforms. You will diagnose and resolve complex technical issues, provide proactive guidance, and collaborate across engineering, product, and partner experience to enhance the customer experience and success. Your expertise will help us strengthen relationships, accelerate innovation, and maintain Worldpay's position as a leader in global payments.

This is a career level professional individual contributor role. Works independently on problems of diverse scopes. Gains unique expertise and contributes to a Subject Matter Experts initiative. Provides advanced technical support to partners and internal teams by diagnosing and troubleshooting complex issues across payment processing, APIs, terminals, and platform integrations. Leverages data, logs, and system tools to identify root causes and collaborates with Product and Engineering to implement sustainable solutions that enhance platform performance and partner experience. Acts as second-level support and provides guidance and advice to Payrix Pro Partners. Reports design, reliability and maintenance problems or bugs to product and engineering. May be involved in customer installation and training. Provides support to customers/users where the product is highly technical or sophisticated in nature.

What you'll bring:

• Proven work experience in a SaaS or Fintech environment as a Technical Support Engineer, Desktop Support Engineer, or similar role
• Strong foundational technical skills using APIs and SQL
• Exposure and understanding of key payments knowledge around
• Good understanding of computer systems, mobile devices, and other tech products
• Proven ability to diagnose and troubleshoot technical issues
• Familiarity with working in a ticket-based environment with the ability to participate in or lead projects
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Ability to execute API requests via Postman or similar software
• Experience with scripting
• It's a bonus if you have:
• Recent work experience in Incident Management
• Demonstrated knowledge regarding the following: Payment processing lifecycle, Disputes and chargebacks, Card Networks, Tokenization and vaulted concepts
• Proficiency with AWS
• BS degree in Information Technology, Computer Science, or relevant field

About the team:

As part of the Partner Experience team supporting Payrix Pro, this role interacts with software companies (Partners) and acts as second/third level support; providing guidance and advice to Payrix Pro Partners. The team holds a high degree of internal and external relationships specific to the payments industry and across our vast product estate. The team is a dynamic and motivated group driving business in a high-growth market segment.

To learn more about our winning teams, check out our world-class teams that own it every day.

What makes a Worldpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions and finding c