Technical Support Engineer

VGS
United States, Canada
Workplace: RemoteFull timeUSD 80,000 - 110,000 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Communication","Autonomy","Problem-solving","Customer empathy"]

Own critical support operations for technical incidents and planned maintenance, including severity assessment, customer-facing status updates, and approval of escalation communications. Coordinate maintenance windows and multi-team efforts for migrations and launches. Troubleshoot deeply across HTTP/REST APIs, proxies, and network fundamentals (DNS, TCP/IP, routing, TLS/SSL) and drive customer integrations to go-live. Write runbooks/documentation and deliver customer training while meeting SLA targets and participating in the on-call rotation.

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FursaFursa
VGS
VGS
1 day ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Own critical support operations for technical incidents and planned maintenance, including severity assessment, customer-facing status updates, and approval of escalation communications. Coordinate maintenance windows and multi-team efforts for migrations and launches. Troubleshoot deeply across HTTP/REST APIs, proxies, and network fundamentals (DNS, TCP/IP, routing, TLS/SSL) and drive customer integrations to go-live. Write runbooks/documentation and deliver customer training while meeting SLA targets and participating in the on-call rotation.
Location: United States, Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the senior decision-maker for the Support team during PT business hours, handling escalations and approvals.
  • •Own incident and maintenance communications, assessing severity and customer impact and keeping status/wording up to date through resolution.
  • •Set and coordinate maintenance timing based on customer traffic, negotiating with engineering and notifying internal client-facing teams with sufficient lead time.
  • •Debug deeply by reproducing issues with cURL/Postman, reading logs, and tracing requests across infrastructure and customer/downstream systems.
  • •Drive customer integrations from kickoff to go-live and resolve issues via workaround or bug reports suitable for immediate engineering action.

Pay and Benefits

Salary: USD 80,000 - 110,000 annually
Perks:Paid LeaveHealth InsuranceEquity401kLife InsuranceDisability InsuranceParental LeaveEapHome OfficeHome InternetFsa

Key Requirements

  • •5+ years in technical support, solutions engineering, technical account management, or technical project management, with some senior/lead capacity.
  • •Experience owning customer-facing incident and maintenance communications, including writing status updates and escalation emails.
  • •Strong internal communication skills to translate between customers, account management, product, and engineering.
  • •Strong command of HTTP, REST APIs, and proxies.
  • •Independent network debugging experience (DNS, TCP/IP, routing, connectivity, TLS/SSL handshakes).
Experience:5+ yearsPaymentsFintechDeveloper toolsAPIs
Education:
Skills:CommunicationAutonomyProblem-solvingCustomer empathy
Languages:English
Tech Stack:CURLPostmanHTTPREST APIsAPIsProxiesDNSTCP/IPRoutingTLS/SSLStatus page

Company Brief

VGS
Provides data security and privacy infrastructure that lets companies collect, store, and use sensitive data without touching or storing it, using tokenization and secure data vaulting to minimize compliance scope.
Industry: Cybersecurity
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series D
Headquarters: New York, United States
Founded: 2016
WebsiteLinkedIn