Product Support Engineer

About the Role As a Product Support Engineer, you will be the internal expert on how our products behave in real customer environments, including configurations, data flows, integrations, embedded tools, and third-party vendor systems. You will own complex issues escalated beyond front-line support and drive them to resolution through investigation, documentation, collaboration, and clear communication. This is not a traditional help desk or engineering role. It is a product operations role focused on understanding customer-impacting product behavior, reducing repeat escalations, improving internal knowledge, and ensuring our SaaS products operate reliably as complexity grows. Responsibilities Product & Platform Expertise - Develop deep, working knowledge of our products as they operate in real customer environments - Become a super-user of product features, configuration options, and integration points - Proactively understand how embedded and third-party tools behave, fail, and recover within our platform Advanced Issue Ownership - Own complex customer issues escalated beyond L1/L2 support - Diagnose ambiguous or emergent product behavior involving: - Configuration and permissions - Data pipelines and integrations - Third-party vendor systems - Classify whether issues stem from system behavior, configuration, vendor changes, or product defects; route accordingly with clear scope - Reproduce issues using logs, metrics, configurations, and real-world usage patterns - Drive issues to resolution end-to-end, including workarounds and follow-ups Vendor & Partner Management - Own ongoing relationships with payment processing partners (e.g., Worldpay, iATS/Deluxe, Revaly/Flexpay); serve as the primary point of contact for expected behavior, integration clarifications, and roadmap awareness - Manage vendor escalations, root-cause analysis, and resolution timelines - Advocate internally with vendor contacts to ensure our integrations remain supported and our needs are understood - Monitor vendor communications for changes that impact our products and coordinate response across engineering and product teams - Translate technical findings into clear, customer-appropriate communication Cross-Client Integration Operations - Oversee the operational health of cross-client uploads and data integrations - Coordinate client-specific integration requests with engineering, ensuring requirements are documented and prioritized - Triage integration-related support escalations and route to appropriate engineering resources Product Operations & Documentation - Contribute to product documentation; knowledge base articles, integration runbooks, troubleshooting guides, and vendor-specific reference materials - Maintain integration documentation (What connects to what, data flows, known issues, and workarounds) - Coordinate release communication for vendor-impacting changes with Product Owners and engineering - Support release coordination where vendor or integration dependencies are involved Product Feedback & Prevention - Identify recurring issues, friction points, and integration risks - Act as the voice of the customer; advocate for fixes or enhancements by influencing Product and Engineering prioritization based on real-world impact patterns - Provide actionable feedback to Product and Engineering teams - Contribute to internal documentation, runbooks, and troubleshooting guides - Help reduce repeat incidents by improving understanding, documentation, and defaults L1/L2 Enablement - Share knowledge with Client Services teams to build overall support capability and reduce unnecessary escalations - Develop and maintain runbooks, decision trees, and troubleshooting guides that enable L1/L2 to resolve more issues independently - Identify patterns in escalated tickets that indicate training gaps or documentation needs in the support organization Required Qualifications - 3+ years supporting or operating SaaS applications - Strong understanding of APIs,…