Support Engineer, Payments Infrastructure

Basis Theory provides programmable payments vault infrastructure for fintechs, merchants, and platforms. The Support Engineer will provide technical, customer-facing support for payment integrations, own complex issues through resolution, guide enterprise customers post-onboarding, and partner with Product and Engineering to improve the customer and developer experience.

Responsibilities:

• Own complex engineering support tickets end-to-end, from initial triage through resolution, for customers integrating Basis Theory’s APIs into payment stacks
• Triage, manage, and prioritize a high-volume support queue across competing urgencies, customer impact, and SLA commitments
• Diagnose and debug issues across frontend card capture, backend API flows, webhook event handling, and processor integrations
• Reproduce integration issues in sandbox environments and produce clear, actionable guidance for customers and internal engineering teams
• Serve as an escalation point for challenging payment-specific issues that require deep domain expertise to unblock use cases at each stage of the customer journey
• Communicate with customers through ambiguity, giving confident, composed updates that manage expectations and de-escalate without overpromising
• Support enterprise customers post-onboarding, acting as their go-to technical resource
• Deliver technical guidance on Basis Theory’s APIs, SDKs, and integration patterns for payments workflows as customers need
• Provide feedback and betterments on documentation, processes, and troubleshooting guides that reduce time-to-resolution and improve the developer experience
• Act as the voice of the customer back to Product and Engineering on recurring pain points, edge cases, and feature gaps uncovered through support interactions
• Collaborate with Solutions Engineers and Account Executives on escalations that require commercial awareness
• Contribute to the internal knowledge base and help define support processes as the team scales

Requirements:

• Hands-on experience integrating with or supporting customers using PSPs, gateways, acquirers, or card networks
• Deep understanding of:
• Card lifecycle: authorization, capture, settlement, refund, and chargeback flows
• Tokenization and vaulting: both the technical mechanics and customer use cases
• PCI DSS scope and compliance requirements what matters in practice
• Webhooks and event-driven payment architectures
• Experience supporting or executing card data migrations, including token portability, BIN transfers, or PSP replatforming with an understanding of the sequencing, rollback risk, and customer coordination involved
• Strong API fluency: REST, webhooks, auth patterns (OAuth, API keys, JWTs)
• Experience debugging complex, multi-system integrations in production environments
• Experience at a payments processor, PSP, fintech, or developer-facing infrastructure company in a support or solutions engineering role
• Familiarity with network tokenization (Visa Token Service, Mastercard Digital Enablement Service)
• Exposure to BIN management, intelligent routing logic, and retry strategies
• Familiarity with fraud, risk, or chargeback tooling and how it fits into the broader stack
• Understanding of payment orchestration and multi-PSP environments
• Full-stack experience in any language
• Familiarity with relevant compliance frameworks beyond PCI: SOC 2, ISO 27001, HIPAA where payments data intersects with health or identity