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