Product Support & Implementation Engineer-Hybrid Role

Description

Company Description

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.

Position Summary

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.

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.

Essential Duties and Responsibilities

• 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

Requirements

Qualifications

Required

• 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

Education

• Bachelor’s degree in computer science, Information Technology, or a related field preferred, or equivalent work experience.

Work Environment

This position operates in a hybrid environment. Standard business hours apply, with flexibility as needed to support customers and product releases.

Physical Requirements

• 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

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer with or without prior notice.