Technical Support Engineer

The Technical Support Engineer provides advanced, customer-facing technical support for complex platform, payment, hardware, connectivity, and integration issues. This role independently investigates escalated cases, owns issues through resolution or effective escalation, and keeps customers and internal stakeholders informed throughout the process. Working closely with Support, Engineering, Payments, and other cross-functional teams, the Technical Support Engineer identifies root causes, documents product defects, contributes to technical knowledge resources, and helps customers successfully use the platform. The role also serves as a technical resource for Level 1 Support team members.