Product Support & Implementation Engineer-Hybrid Role

The Product Support & Implementation Engineer delivers top-tier, customer-facing technical support for Payarc’s API and SDK products. This role works directly with customers-developers, ISVs, and merchants-to assist with integrations, troubleshoot issues, and provide in-depth technical support across Payarc’s products, including the Payarc Gateway, Payarc Connect, and Merchant Dashboard., * Provide expert-level technical support for Payarc’s API and SDK Suite and products (Payarc Gateway, Payarc Connect, Merchant Dashboard), helping customers troubleshoot and resolve integration and payment issues

• Guide ISV and merchant customers through the full integration lifecycle, from first API call to production launch
• Reproduce, diagnose, and resolve complex technical issues using tools such as Postman, tracing requests across gateways, terminals, and services to identify root cause
• Maintain and improve technical documentation, including contributing to ReadMe.io or similar API documentation platforms
• Develop deep expertise in Payarc’s API and SDK offerings to guide customers through complex technical processes
• Partner with the product management and engineering teams to relay customer feedback, report bugs, and contribute to continuous product improvement
• Create and deliver onboarding materials and training sessions that help new customers get started quickly
• Maintain clear, professional, and timely communication with customers, owning each issue end-to-end until it is resolved
• Participate in Agile/Scrum ceremonies using JIRA and Confluence (as applicable)

Technology Environment

In this role you will work across Payarc’s technology environment, including:

• APIs & SDKs: Payarc API & SDK Suite, with SDKs in Node.js, PHP, Python, TypeScript, and C#
• Products: Payarc Gateway, Payarc Connect (PAX terminal integrations), and the Merchant Dashboard
• Troubleshooting tools: Postman and similar API testing and troubleshooting tools
• Documentation: ReadMe.io developer documentation and the Payarc Knowledge Hub
• Payments & security: RESTful APIs, webhooks, authentication, tokenization, and PCI DSS-aligned practices
• Collaboration & tooling: Agile/Scrum delivery with JIRA and Confluence

The ideal candidate combines a strong background in Level 2 or higher technical support with hands-on experience implementing and integrating technical solutions. Sitting at the intersection of Support, Product, and Engineering, the Product Support & Implementation Engineer ensures every customer integrates successfully and relays customer feedback that drives continuous product improvement., * 3+ years in Level 2 or higher technical support, specifically supporting APIs and SDKs

• Strong working knowledge of API technologies, including RESTful APIs, SDKs, webhooks, and authentication
• Familiarity with tools such as Postman for testing and troubleshooting
• Proven customer-facing experience on technical projects involving implementations and integrations
• Experience with API documentation platforms such as ReadMe.io
• Excellent written and verbal communication, with the ability to convey technical information clearly and concisely

Preferred

• Familiarity with the payments industry or financial technology (PCI DSS, gateways, terminals, tokenization)
• Working knowledge of a programming language such as JavaScript/Node.js, Python, PHP, TypeScript, or C# to assist with integration and troubleshooting
• Experience with POS systems and terminals (e.g., PAX) and payment gateways
• Project management or coordination experience on technical or software-deployment projects
• Experience creating knowledge base articles for customer self-service

Knowledge, Skills, and Abilities

• Excellent analytical and problem-solving skills, with the ability to think creatively to resolve complex issues
• Exceptional written and verbal communication skills, able to convey technical information clearly and concisely
• Ability to work effectively in a cross-functional environment across product management and development teams
• Strong sense of ownership and accountability
• Ability to manage multiple customer issues and priorities simultaneously
• Continuous learning mindset, * Bachelor’s degree in computer science, Information Technology, or a related field preferred, or equivalent work experience., * Prolonged periods sitting at a desk and working on a computer
• Extended periods typing and analyzing information
• Ability to participate in virtual or in-person meetings

Payarc is a technology-driven payments company built to empower people and improve their organizations, one payment at a time. What began as smart, simple payment-processing tools and products has grown into a broader platform, backed by a team of world-class experts and top technology talent. We help new businesses get started, increase our customers’ revenues, and bridge the gap between merchants and modern payment solutions-giving companies the tools they need to change the future of their business.