Technical Support Engineer

This is a remote position. Join one of the Philippines’ fastest-growing tech companies. Open to Philippine-based candidates only. About Us: Full Scale is a fully remote-first company that helps businesses build dedicated teams of skilled software engineers. We make finding and retaining experienced software talent easy and affordable. About the Role: The Technical Support Engineer is responsible for providing high-quality technical support and customer service for a payment processing platform, ensuring smooth and reliable transaction experiences for customers and merchants. The ideal candidate combines strong technical troubleshooting skills with a customer-first mindset and the ability to work in a fast-paced, high-volume support environment. Key Responsibilities: Provide exceptional technical support and service directly to customers using the payment processing platform. Investigate, troubleshoot, and resolve customer issues related to payment transactions, failures, refunds, chargebacks, and billing discrepancies, ensuring clear and thorough documentation of all findings. Maintain detailed internal records of all customer interactions, cases, and resolutions using ticketing software. Build and maintain strong working relationships with both customers and internal stakeholders to ensure effective issue resolution and customer satisfaction. Escalate unresolved or complex payment-related issues to appropriate internal teams with complete and well-structured technical docume