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, 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:

• This role is ONLY available for work in the following (24) locations: AL, AR, CO, FL, IL, IN, KY, MA, MD, ME, MI, MN, NC, NH, NJ, PA, SC, TX, VA, VT, WA, WI, WV, & DC.
• This role will work in Eastern Standard Time.
• This role is posted as remote, but it could be hybrid or in-office if that best fits your working style.

If you don't meet all the requirements mentioned above, don't worry. We strongly believe in creating a diverse and inclusive work environment. If you find this job opportunity interesting but don't meet all the qualifications listed in the job description, we encourage you to apply anyway. You might be the perfect candidate for this role or similar roles.

Who We Are:


ROI Solutions was founded in 1999 to help nonprofit organizations change the world through innovative technology solutions and services. We are focused on sustainable growth, hiring staff committed to working with the nonprofit sector, and constantly evolving our technology and services to help nonprofits succeed in their missions with passion and purpose. This is our calling. We're a proudly independent company, meaning we answer only to our clients rather than shareholders and investors. Our clients inspire our product and solution roadmaps, as well as our strategic direction. We're committed to this model and the opportunity it provides us to develop our solutions based on needs in the nonprofit sector.

We are a proud equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants will receive consideration for employment without regard to any protected characteristic as established by law.