The Role
Provides technical support for a payment processing platform, troubleshooting transactions, refunds, chargebacks, billing discrepancies, and platform issues. Maintains detailed case records, escalates complex problems, identifies recurring trends, and collaborates with Engineering, Product, and Operations. The role also contributes to documentation, support process improvements, SLA performance, customer satisfaction, and mentoring new team members.
Summary Generated by Built In
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
Skills Required
- Strong interpersonal skills and a proactive, self-starting attitude
- Excellent written and verbal communication abilities
- Experience with HTML, CSS, and JavaScript
- Customer-centric approach with a focus on anticipating customer 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 or comparable experience
- Ability to thrive in ambiguous situations
- Must be based in the Philippines
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The Company
What We Do
Full Scale is an offshore software engineering team provider that helps businesses expand engineering capacity with dedicated software developers. Its engineers work full time as part of client teams, while Full Scale handles recruiting, payroll, and retention. The company emphasizes long-term employment, product-owner thinking, and dependable collaboration, serving SaaS companies and product teams that want to scale engineering without sacrificing quality, delivery speed, or culture.
