verygoodsecurity - Solutions Support Engineer
Requirements
• 5+ years in technical support, integration or implementation engineering, solutions engineering, technical account management, or solutions architecture, with some of it in a senior or lead capacity. • Proven ability to work independently as the technical expert in a customer-facing role, deciding and then reporting rather than checking first. • Background at a merchant, PSP, processor, acquirer, issuer, card network, or payment infrastructure company. • Experience with large-scale card or credential migrations, and with multi-PSP, payment orchestration, processor-routing, or payment portability strategies. • Knowledge of PCI DSS, data security, privacy, and compliance architecture. • Strong communication skills: comfortable explaining complex concepts to technical and non-technical audiences, creating clear solution diagrams, supporting customer executive briefings, and coaching colleagues in Sales, Implementation, and Support. • Strong command of HTTP, REST APIs, and proxies, and independent network debugging (DNS, TCP/IP, routing, TLS/SSL handshakes). Be ready to describe a specific problem you diagnosed and how you narrowed it down. • Ability to read and debug code and to write working code examples in at least one of Python, JavaScript, Java, or Ruby. • A knack for out-of-the-box thinking that thrives in a fast-paced startup environment. • English at C1 or above, written and spoken. • Strong collaboration, negotiation, and prioritization skills. • Willingness to work EU business hours on a sustained basis. • Experience with tokenization, payment processing, cryptology, or security products. • Direct experience with card network programs (Visa, Mastercard), such as network tokenization or account updater services. • Familiarity with the EU payments and data context, such as PSD2/SCA and GDPR. • Industry certifications such as PCI QSA, CPP (Certified Payments Professional), CISSP, or AWS Solutions Architect. • We're looking for passionate professionals who take pride in their craft and want to help grow a team tackling some of the most critical problems in payments. People who thrive here are curious by nature, unafraid of hard problems, and motivated by the chance to build something that matters at scale. • If you're driven to make a meaningful impact, work at the leading edge of payment technology, and grow your career alongside a team that values ownership, collaboration, and continuous learning, you'll feel right at home at VGS.
Responsibilities
• Solutions work for EU clients and teams (about 75% of the role) • Conduct technical discovery with EU prospects and customers, Sales, and Account Management to clarify business goals, requirements, risks, and product gaps. • Partner with EU Sales on technical strategy for strategic opportunities, from discovery through architecture approval, and support other EU opportunities. • Map payment flows across merchants, PSPs, processors, acquirers, card networks, wallets, and third parties. • Architect solutions using VGS capabilities, including vaulting, card management, Network and Agentic Tokens, Account Updater, 3DS, wallet payments, account validation, and data security. • Guide customers on payment security best practices, PCI scope reduction, credential portability, multi-processor setups, resiliency, and scaling. • Create and deliver architecture diagrams, proposals, demos, and proofs of concept, and support EU responses to RFIs, security reviews, and architecture assessments. • Back up EU Sales, Implementation, and Support colleagues in client conversations that need solutions depth, and coach them on solutioning with VGS. • Serve as the solution-level escalation point for Support, helping diagnose and redesign where a customer's setup is the root cause. • Turn customer and market feedback into input for the product roadmap, and build reusable reference architectures, integration patterns, and enablement for the EU teams. • Coordinate with the US-based Solutions team so EU work stays consistent with VGS standards: reuse existing payment flow maps, solution designs, and reference architectures, bring new EU use cases and capability gaps back to them, and share the patterns and enablement you build. • Overflow technical support (about 25% of the role) • When there are no active implementations, take overflow tickets during EU business hours. • Reproduce issues with cURL and Postman, read logs, and trace requests across VGS infrastructure, customer systems, and downstream gateways. • Diagnose network problems independently, including DNS, TCP/IP, routing, timeouts, connection resets, and TLS/SSL handshake failures. • Resolve the issue, find a workaround, or escalate with a bug report that Engineering can act on immediately. • Write up nontrivial investigations as internal runbooks or public documentation, and build and deliver customer training where none exists. • When an incident or maintenance event affects EU customers, flag the impact to the on-call lead and help draft status page updates and customer notices.
Benefits
• Financial and retirement • 401 (k) with a 4% match and immediate vesting (applies to US only) • Internet Stipend • Learning Stipend • Office set-up stipend (applies to US only) • Health and Wellness • Insurance (medical, dental, and vision) • HSA/FSA Options • Life and disability insurance • Vacation and time off • Paid national holidays • Global parental leave program • Professional Development • Promote from within • Lunch and learns • Team events and summits • Remote and hybrid opportunities • Flexible working hours • Weekly office lunches • Employee discount platform • Equal Opportunity • We consider all applicants without regard to race, color, national origin, sex, age, religion, sexual orientation, gender identity, veteran status, marital status, physical or mental disability, or other protected classes under all applicable local, state, and federal laws and ordinances (AA/EOE/W/M/Vet/Disabled). • Qualified applicants with arrest and conviction records will be considered for this position in accordance with the San Francisco Fair Chance Ordinance. • A Note on Our Hiring Process
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