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. Understanding of payment processing concepts including settlement, chargebacks, tokenization, and PCI compliance. Experience with tools like Postman, Splunk, or comparable debugging platforms. Strong written and verbal communication skills. Ability to work independently and collaboratively in a fast-paced environment. Experience with ticketing systems such as Zendesk, Jira, or Salesforce. Strong understanding of payment fee models, transaction lifecycle processes, and industry standard payment processing practices. Preferred Qualifications Experience with payment platforms such as Stripe, Adyen, or . Basic knowledge of scripting or query languages (Python, SQL). Familiarity with SaaS and cloud-based tech environments. Compensation, Benefits, and Work Environment Work Location & Flexibility Constellation Payments operate on a 100% remote-first model. We empower our employees with flexibility to work from home or a location of their choice within the country of the job listing. Salary & Performance Incentives 💰 Compensation Structure: This range is inclusive of the base salary and variable compensation, such as a company-wide bonus or sales commission. The final compensation package will be commensurate with the candidate’s experience, capabilities, and location. Employee Benefits We are proud to offer a robust benefits package designed to support your well-being and financial future: Health & Wellness ⚕️: Comprehensive medical, dental, vision, and life insurance plans to keep you and your family healthy. Paid Time Off (PTO) 🌴: Employees receive 15 paid vacation days, 5 paid sick days, and 1 paid personal day annually. Company Ownership: Employees are invited to participate in our Employee Share Program (Ticker: ). Equal Opportunity & Legal Disclosures Constellation Payments is an Equal Opportunity Employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We comply with the San Francisco Fair Chance Ordinance and will consider qualified applicants with criminal histories in a manner consistent with the requirements of this ordinance. This position does not offer visa sponsorship. All applicants must have pre-existing legal authorization to work in the United States of America. #LI-PP1 Updated the requisition with Compensation details per the Canada legislation payment requirement. Business Unit: Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular More About Jonas Software: Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain. Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service. Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees. Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (), and a member of the S&P/TSX 60 Index.