Technical Support Engineer

This is a remote position. Join one of the Philippines’ fastest-growing tech companies. Open to Philippine-based candidates only. About Us: Full Scale is a fully remote-first company that helps businesses build dedicated teams of skilled software engineers. We make finding and retaining experienced software talent easy and affordable. About the Role: The Technical Support Engineer is responsible for providing high-quality technical support and customer service for a payment processing platform, ensuring smooth and reliable transaction experiences for customers and merchants. The ideal candidate combines strong technical troubleshooting skills with a customer-first mindset and the ability to work in a fast-paced, high-volume support environment. Key Responsibilities: - Provide exceptional technical support and service directly to customers using the payment processing platform. - Investigate, troubleshoot, and resolve customer issues related to payment transactions, failures, refunds, chargebacks, and billing discrepancies, ensuring clear and thorough documentation of all findings. - Maintain detailed internal records of all customer interactions, cases, and resolutions using ticketing software. - Build and maintain strong working relationships with both customers and internal stakeholders to ensure effective issue resolution and customer satisfaction. - Escalate unresolved or complex payment-related issues to appropriate internal teams with complete and well-structured technical documentation. - Identify recurring payment system issues and escalate trends to product and engineering teams to support long-term fixes and system improvements. - Collaborate closely with internal departments such as Engineering, Product, and Operations to ensure seamless customer support and issue resolution. - Demonstrate deep knowledge of the payment processing platform, including transaction flows, APIs, and system behavior. - Act as a subject matter expert in payment support, contributing to internal knowledge base articles, troubleshooting guides, and customer-facing documentation. - Consistently meet or exceed defined service level agreements (SLAs), including response and resolution time targets. - Identify and implement opportunities to improve support efficiency, workflow optimization, and overall customer experience. - Mentor and support new team members by providing guidance on payment troubleshooting, support processes, and product knowledge Requirements - Strong interpersonal skills and a proactive, self-starting attitude. - Excellent written and verbal communication abilities. - Experience with technical skills including HTML, CSS, and JavaScript. - Customer-centric approach with a focus on anticipating needs and concerns. - Effective time management and prioritization of tasks and deadlines. - Commitment to continuous improvement through training and personal development. - Degree in relevant technologies (Preferred) or comparable experience - Ability to thrive in ambiguous situations. Benefits Why Join Us - Fully remote – work from anywhere in the Philippines - Collaborative, high-performing engineering and support culture - Benefits provided from Day 1, including health and statutory coverage Originally posted on Himalayas