Tier 2 Technical Support Agent

Job Description: Tier 2 Technical Support Agent Compensation: The expected salary range for this role is between $70,000 and $80,000, depending on experience and qualifications. Reason for Opening: Net New position AI is used to screen, assess, or select applicants for this role. Travel - Must be eligible to travel to the USA. About The Role Constellation Payments is seeking a Tier 2 Technical Support Agent to support complex technical issues, working closely with merchants, developers, and internal teams. This role serves as a key escalation point for technical inquiries related to payment processing, APIs, system integrations, and troubleshooting. What You’ll Do Serve as the escalation point for Tier 1 technical support issues. Troubleshoot payment gateway, API, webhook, tokenization, and transaction processing issues. Analyze logs, API calls, and transaction data to identify root causes. Collaborate with Engineering, QA, and Product teams to resolve issues. Assist merchants and partners with integrations, SDK configuration, and best practices. Update internal documentation and knowledge base resources. Provide recurring issue feedback to product teams. Participate in on-call rotation as required. Performs additional responsibilities as assigned by leadership to support departmental and organizational objectives. Basic Qualifications 2–4 years of experience in technical support or client-facing engineering. Strong knowledge of REST APIs, JSON, authentication, and webhooks.