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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Engineer - **Company:** ROI SOLUTIONS INC - **Location:** United States - **Experience:** Experienced - **Salary:** $95,000.0 - $110,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Computing Platforms, Confluence, JIRA, Software as a Service, Data Integration, Extract Transform Load (ETL), JasperReports, PCI Data Security Standards, Scrum Methodology, Runbook, Data Streaming, Systems Integration, Datadog, Tools for Reporting, Splunk, Data Pipelines, Api Management - **Published:** June 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=ca68c1935ce4611d ## About the Role Do you have experience in Vendor relationship management?, * 3+ years supporting or operating SaaS applications * Strong understanding of APIs, integrations, and configuration-driven systems * Ability to read logs, trace workflows, and reason about system behavior * Experience working directly with customers on complex technical issues * Experience managing vendor/partner relationships; comfortable being the point of contact for external technical partners * Strong written and verbal communication skills * Strong documentation skills; you write things down clearly and keep them current Familiarity with agile/scrum processes and tools (Jira, Confluence, or similar) Preferred Qualifications (Nice-to-Have) * Experience in nonprofit technology, CRM systems, or payment processing * Familiarity with data integrations, ETL processes, or API management * Experience with observability platforms (Datadog, Splunk, or similar) * Experience with reporting tools (Jaspersoft, QuickSight, or similar) Understanding of PCI compliance requirements as they relate to payment processing PLEASE NOTE ## Description 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 independentlyIdentify patterns in escalated tickets that indicate training gaps or documentation needs in the support organization ## Related Videos - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Our journey with Spring Boot in a microservice architecture](https://www.wearedevelopers.com/videos/511-our-journey-with-spring-boot-in-a-microservice-architecture) - [The OpenTelemetry mistakes I keep seeing (and how to stop making them)](https://www.wearedevelopers.com/videos/100158-the-opentelemetry-mistakes-i-keep-seeing-and-how-to-stop-making-them) - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Why make use of an integration platform in today's software developments and infrastructure?](https://www.wearedevelopers.com/videos/758-why-make-use-of-an-integration-platform-in-today-s-software-developments-and-infrastructure) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Events like RSAC Get You CISOs. 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