Support Engineer, Payments Infrastructure

Job Description

Support Engineer, Payments Infrastructure

Basis Theory · Remote · Full-Time

About the Role

We’re looking for a Payments-focused Support Engineer who is fluent in the card ecosystem: from tokenization and vaulting to acquirers, PSPs, and PCI compliance. You’ll work directly with fintechs, merchants, and platforms to help them successfully integrate, troubleshoot, and scale their use of Basis Theory’s programmable vault.

This is a technical, customer-facing IC role. You’ll own complex issues end-to-end, serve as a trusted advisor to customers post-onboarding, and act as the bridge between our customers and our Engineering and Product teams. If you’ve debugged card tokenization implementations, worked through PCI scoping challenges, or helped customers troubleshoot PSP integrations, we’d love to talk to you.

What You’ll Do

Technical Support & Troubleshooting

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• Own complex engineering support tickets end-to-end, from initial triage through resolution, for customers integrating Basis Theory’s APIs into payment stacks
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• Triage, manage, and prioritize a high-volume support queue across competing urgencies, customer impact, and SLA commitments
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• Diagnose and debug issues across frontend card capture, backend API flows, webhook event handling, and processor integrations
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• Reproduce integration issues in sandbox environments and produce clear, actionable guidance for customers and internal engineering teams
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• Serve as an escalation point for challenging payment-specific issues that require deep domain expertise to unblock use cases at each stage of the customer journey
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• Communicate with customers through ambiguity, giving confident, composed updates that manage expectations and de-escalate without overpromising
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Customer Onboarding

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• Support enterprise customers post-onboarding, acting as their go-to technical resource
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• Deliver technical guidance on Basis Theory’s APIs, SDKs, and integration patterns for payments workflows as customers need
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• Provide feedback and betterments on documentation, processes, and troubleshooting guides that reduce time-to-resolution and improve the developer experience
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Product & Engineering Partnership

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• Act as the voice of the customer back to Product and Engineering on recurring pain points, edge cases, and feature gaps uncovered through support interactions
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• Collaborate with Solutions Engineers and Account Executives on escalations that require commercial awareness
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• Contribute to the internal knowledge base and help define support processes as the team scales
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Required Experience

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• Hands-on experience integrating with or supporting customers using PSPs, gateways, acquirers, or card networks
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• Deep understanding of:
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• Card lifecycle: authorization, capture, settlement, refund, and chargeback flows
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• Tokenization and vaulting: both the technical mechanics and customer use cases
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• PCI DSS scope and compliance requirements what matters in practice
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• Webhooks and event-driven payment architectures
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• Experience supporting or executing card data migrations, including token portability, BIN transfers, or PSP replatforming with an understanding of the sequencing, rollback risk, and customer coordination involved
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• Strong API fluency: REST, webhooks, auth patterns (OAuth, API keys, JWTs)
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• Experience debugging complex, multi-system integrations in production environments
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Preferred Experience

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• Experience at a payments processor, PSP, fintech, or developer-facing infrastructure company in a support or solutions engineering role
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• Familiarity with network tokenization (Visa Token Service, Mastercard Digital Enablement Service)
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• Exposure to BIN management, intelligent routing logic, and retry strategies
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• Familiarity with fraud, risk, or chargeback tooling and how it fits into the broader stack
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• Understanding of payment orchestration and multi-PSP environments
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• Full-stack experience in any language
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• Familiarity with relevant compliance frameworks beyond PCI: SOC 2, ISO 27001, HIPAA where payments data intersects with health or identity
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Who This Role Is Perfect For

You’ve worked in the payments trenches. Ideal backgrounds include:

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• A Technical Support Engineer at a PSP, gateway, or payments infrastructure company with deep experience debugging API integrations
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• A Senior Support Engineer at a developer-facing B2B SaaS company who has developed strong domain expertise in financial infrastructure
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• A Payments Implementation Engineer or Technical Onboarding Specialist at a fintech or payments processor who has guided merchants through end-to-end integrations from initial API setup through go-live
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Why Basis Theory

Basis Theory is at an inflection point. We’ve got a growing enterprise customer base, fresh funding, and a unique position at the intersection of payments infrastructure and agentic commerce. You'll work with great people on genuinely hard problems with sophisticated customers and directly influence how the product evolves as we continue to grow.