Support Engineer, Payments Infrastructure
Basis Theory United StatesSupport Engineer, Payments InfrastructureBasis Theory United States6 days ago 66 applicantsSee who Basis Theory has hired for this roleSave Report this job Direct message the job poster from Basis TheoryMark HartleyMark HartleySupport Engineer, Payments InfrastructureBasis Theory Remote Full-TimeAbout The RoleWe’re looking for a Payments-focused Support Engineer who is fluent in the card ecosystem: from tokenization and vaulting to acquirers, PSPs, and PCI compliance. You’ll work directly with fintechs, merchants, and platforms to help them successfully integrate, troubleshoot, and scale their use of Basis Theory’s programmable vault.This is a technical, customer-facing IC role. You’ll own complex issues end-to-end, serve as a trusted advisor to customers post-onboarding, and act as the bridge between our customers and our Engineering and Product teams. If you’ve debugged card tokenization implementations, worked through PCI scoping challenges, or helped customers troubleshoot PSP integrations, we’d love to talk to you.What You’ll DoTechnical Support & TroubleshootingOwn complex engineering support tickets end-to-end, from initial triage through resolution, for customers integrating Basis Theory’s APIs into payment stacksTriage, manage, and prioritize a high-volume support queue across competing urgencies, customer impact, and SLA commitmentsDiagnose and debug issues across frontend card capture, backend API flows, webhook event handling, and processor integrationsReproduce integration issues in sandbox environments and produce clear, actionable guidance for customers and internal engineering teamsServe as an escalation point for challenging payment-specific issues that require deep domain expertise to unblock use cases at each stage of the customer journeyCommunicate with customers through ambiguity, giving confident, composed updates that manage expectations and de-escalate without overpromisingCustomer OnboardingSupport enterprise customers post-onboarding, acting as their go-to technical resourceDeliver technical guidance on Basis Theory’s APIs, SDKs, and integration patterns for payments workflows as customers needProvide feedback and betterments on documentation, processes, and troubleshooting guides that reduce time-to-resolution and improve the developer experienceProduct & Engineering PartnershipAct as the voice of the customer back to Product and Engineering on recurring pain points, edge cases, and feature gaps uncovered through support interactionsCollaborate with Solutions Engineers and Account Executives on escalations that require commercial awarenessContribute to the internal knowledge base and help define support processes as the team scalesRequired ExperienceHands-on experience integrating with or supporting customers using PSPs, gateways, acquirers, or card networksDeep understanding of:Card lifecycle: authorization, capture, settlement, refund, and chargeback flowsTokenization and vaulting: both the technical mechanics and customer use casesPCI DSS scope and compliance requirements what matters in practiceWebhooks and event-driven payment architecturesExperience 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 involvedStrong API fluency: REST, webhooks, auth patterns (OAuth, API keys, JWTs)Experience debugging complex, multi-system integrations in production environmentsPreferred ExperienceExperience at a payments processor, PSP, fintech, or developer-facing infrastructure company in a support or solutions engineering roleFamiliarity with network tokenization (Visa Token Service, Mastercard Digital Enablement Service)Exposure to BIN management, intelligent routing logic, and retry strategiesFamiliarity with fraud, risk, or chargeback tooling and how it fits into the broader stackUnderstanding of payment orchestration and multi-PSP environmentsFull-stack experience in any languageFamiliarity with relevant compliance frameworks beyond PCI: SOC 2, ISO 27001, HIPAA where payments data intersects with health or identityWho This Role Is Perfect ForYou’ve worked in the payments trenches. Ideal backgrounds include:A Technical Support Engineer at a PSP, gateway, or payments infrastructure company with deep experience debugging API integrationsA Senior Support Engineer at a developer-facing B2B SaaS company who has developed strong domain expertise in financial infrastructureA Payments Implementation Engineer or Technical Onboarding Specialist at a fintech or payments processor who has guided merchants through end-to-end integrations from initial API setup through go-liveWhy Basis TheoryBasis Theory is at an inflection point. We’ve got a growing enterprise customer base, fresh funding, and a unique position at the intersection of payments infrastructure and agentic commerce. You'll work with great people on genuinely hard problems with sophisticated customers and directly influence how the product evolves as we continue to grow.Seniority level Mid-Senior level Employment type Full-time Job function Engineering Industries Financial Services Referrals increase your chances of interviewing at Basis Theory by 2xSee who you knowGet notified about new Support Engineer jobs in United States.Sign in to create job alertSimilar jobs Technical Support EngineerTechnical Support EngineerSamsaraUnited States $62,177.50 - $94,050 1 week ago Support EngineerSupport EngineerStainlessUnited States $150,000 - $220,000 1 week ago Technical Support EngineerTechnical Support EngineerPlaidUnited States 1 week ago Technical Support Engineer Tier ITechnical Support Engineer Tier IAction1United States 2 days ago Technical Support EngineerTechnical Support EngineerFinalsiteUnited States $45,000 - $65,000 1 month ago Customer Support EngineerCustomer Support EngineerUnilyUnited States 2 days ago IT Support EngineerIT Support EngineerThinc ForwardFlorida, United States 3 weeks ago Customer Technical Support EngineerCustomer Technical Support EngineerVimoUnited States$130,000.00$160,000.005 days ago Technical Support EngineerTechnical Support EngineerSnapsheet IncUnited States$75,000.00$95,000.001 week ago Helpdesk Support Tier 1 Support EngineerHelpdesk Support Tier 1 Support EngineerZenius CorporationLeesburg, VA 3 days ago IT Support EngineerIT Support EngineerMonarchUnited States 2 days ago IT Support EngineerIT Support EngineerThinc ForwardGeorgia, United States 3 weeks ago Technical Support EngineerTechnical Support EngineerAcre SecurityUnited States 2 weeks ago Technical Support Engineer L1Technical Support Engineer L1DDNUnited States 1 month ago IT Support EngineerIT Support EngineerThinc ForwardNew Jersey, United States 3 weeks ago Support Engineer (West)Support Engineer (West)AttentiveUnited States 2 weeks ago Technical Customer Support EngineerTechnical Customer Support EngineerBusRightUnited States 1 month ago Tech Support SpecialistTech Support SpecialistiMerit TechnologyUnited States 3 weeks ago Support Desk EngineerSupport Desk EngineerNscaleUnited States 1 week ago Information Technology Support EngineerInformation Technology Support EngineerFranklin FitchUnited States$70,000.00$80,000.005 days ago Technical Support Engineer 1Technical Support Engineer 1AgiloftUnited States 1 week ago Customer Success Engineer (US based, remote)Customer Success Engineer (US based, remote)FortanixUnited States 3 weeks ago Support EngineerSupport EngineerZuma ⚡San Francisco Bay Area 8 months ago Support Engineer L2Support Engineer L2Druid AIUnited States 2 weeks ago Remote Support Engineer II (Mon-Fri: 9am - 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