Technical Support Agent L2

Tier 2 Technical Support Agent – Constellation Payments 

Division: 

Constellation Payments https://www.constellationpayments.com delivers secure, scalable, and innovative payment processing solutions for merchants and partners. Our platform supports modern payment technologies, APIs, and integrations designed to simplify transactions and enhance operational efficiency across industries. We work closely with merchants, developers, and internal teams to ensure reliable and seamless payment experiences. 

Job Description: 

We are seeking a skilled and detail-oriented Tier 2 Technical Support Agent to join our growing technical support team. In this role, you will act as a key escalation point for complex technical issues related to payment processing, APIs, and system integrations. You will collaborate closely with merchants, partners, and cross-functional internal teams to troubleshoot, resolve, and prevent recurring technical issues, ensuring high service quality and customer satisfaction. 

Key Responsibilities: 

• Serve as the primary escalation point for complex issues escalated from Tier 1 technical support. 

• Diagnose and resolve issues related to payment gateways, APIs, webhooks, tokenization, and transaction processing. 

• Analyze logs, API requests, and transaction data to identify root causes and recommend effective resolutions. 

• Work closely with Engineering, QA, and Product teams to investigate issues and drive timely resolutions. 

• Assist merchants and partners with system integrations, SDK configurations, and implementation best practices. 

• Update internal documentation and knowledge base articles to support continuous improvement and team efficiency. 

• Identify recurring issues and provide structured feedback to Product and Engineering teams. 

• Participate in on-call rotations as  to support business continuity. 

Required Skills & Experience: 

• 2–4 years of experience in technical support, client-facing engineering, or a related role. 

• Strong understanding of REST APIs, JSON, authentication methods, and webhooks. 

• Solid knowledge of payment processing concepts, including transaction lifecycles, settlement, chargebacks, tokenization, PCI compliance, and payment fee models. 

• Hands-on experience with tools such as Postman, Splunk, or comparable debugging and monitoring platforms. 

• Experience using ticketing platforms such as Zendesk, Jira, or Salesforce. 

• Strong written and verbal communication skills with the ability to explain technical concepts clearly. 

• Ability to work independently while collaborating effectively in a fast-paced, cross-functional environment. 

Desired Skills & Experience: 

• Experience supporting payment platforms such as Stripe, Adyen, Authorize.Net, or similar solutions. 

• Basic knowledge of scripting or query languages such as Python or SQL (optional). 

• Experience working in SaaS or cloud-based technology environments. 

• Ability to anticipate issues, identify patterns, and contribute to long-term technical improvements. 

Work Environment & Shift Timings: 

• Standard Shift: 9 am ET- 5 pm ET (7 pm PK time - 4 am PK Time) 

• Flexible Hours: Willingness to occasionally work during holidays or outside regular hours to accommodate global team needs. 

• Shift Changes: Possibility of shift changes after training to align with a different timezone based on organizational requirements.