Manage long-term customer integrations, coordinate between customers and engineering, triage and debug issues (logs, cURL/Postman), maintain project trackers and documentation, deliver training, meet SLAs, participate in on-call rotation, and submit bug reports and feature requests.
VGS is the world's leader in payment tokenization. Large banks, aspiring fintechs, and growing merchants embed our universal token vault into their technology stack to manage the complexities of payment data tokenization across processors and networks, open banking, card issuance, omnichannel loyalty, PCI compliance, payment orchestration, and more. We empower our clients and partners by tokenizing sensitive payment data, limiting compliance scope, and consolidating payments to unlock revenue and business opportunities.
VGS provides processor-agnostic tokenization solutions via secure universal token vaults, iframes, mobile SDKs, tokenization proxies, APIs, and data orchestration tooling to support payment acceptance, card issuance, PII and bank account tokenization, and other payment value-added services. Some of the use cases we enable include multi-processor Network Tokenization, Account Updater, payment orchestration, secure settlement file processing, 3DS, and Risk provider connectivity.
What you will be doing at VGS…
- Manage long-term integration projects with our customers, ranging from Fintech startups to Fortune 100 clients, to understand and resolve their integration and operational requests.
- Act as the primary coordinator between internal VGS development teams and the customer's technical staff, ensuring alignment and that no tasks or dependencies are forgotten.
- Maintain up-to-date project trackers, spreadsheets, and task boards to accurately reflect current integration statuses for both internal stakeholders and customers.
- Triage customer issues, perform deep-dive debugging (reviewing logs, reproducing issues via cURL/Postman), and resolve or find workarounds.
- Create and update internal and public-facing documentation based on findings from request investigations and project milestones.
- Communicate via email, chat, or video conferencing with customers to provide "Very Good" service experiences.
- Prepare and deliver customer training, including developing training materials if they do not already exist.
- Submit and comment on bug reports and feature requests based on customer interactions.
- Engage with the development team to create new feature requests, escalate bugs, solve problems, or obtain missing information.
- Understand and deliver on team metrics and KPIs, prioritizing ticket quality, fast resolution times, and high focus on customer satisfaction.
- Meet or exceed SLA times consistently.
- Reliably respond to on-call emergencies and participate in on-call support rotation as needed
What we are looking for from you (Requirements)...
- Foundation - at least 5 years of relevant work experience in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management.
- A bachelor's degree in Computer Science, Technology, Engineering, or Math, or relevant experience.
- Project Management - Proven experience working with customers on long-term projects, keeping detailed status reports up to date, and confidently guiding external teams through complex processes.
- Context - Deep understanding of HTTP protocol, RESTful APIs, proxies, and solid software troubleshooting skills, and the ability to understand our platform end-to-end.
- Payment Domain Knowledge - Familiarity with the payments ecosystem (Acquirers, Issuers, Gateways) and compliance standards (PCI-DSS, SOC2) is a strong plus.
- Communication - Upper-intermediate or higher English communication, written and spoken, including very clear and effective communication of technical content and project statuses.
- Coding - experience with reading and debugging code in 1 or more programming languages (Python, Go, Java, or similar) is a strong plus.
- Self-Starter - highly motivated to take on tasks, taking initiative to solve problems and help others, proactively communicating findings, ideas, and potential project blockers.
- Interactive - enjoys talking to customers and team members alike, not hesitating to reach out and establish contact to drive projects forward.
- Passionate - thrive on building or finding successful solutions and contributing to our constantly changing and improving process and delivery.
- Commitment - dedication to self-improvement, improving the quality of the team for others, and therein contributing to the success of VGS.
What you get from us...
• Flexible work hours and flexible PTO
• Competitive health benefits
• VGS stock options
• 401k plan, with employer matching 4% and immediate vesting (available only for US employees)
• Life & disability insurance
• Pre-tax flexible spending accounts, dependent and healthcare FSA (available only for US employees)
• Global parental leave program
• Employee Assistance Program
• Home Internet reimbursement
• New hire home office set-up allowance
• Professional learning reimbursement
At VGS, we have a remote-first philosophy because we believe flexibility leads to great work and a healthy work-life balance. That said, if you live within 30 miles of one of our office locations, you’ll be on a hybrid schedule with some in-person time—because we know there’s real value in coming together.
We’re not about being in the office every day—but we are about connection, collaboration, and the energy that comes from a great brainstorm, a team lunch, or celebrating a big win in person.
We consider applicants without regard to race, color, national origin, sex, age, religion, sexual orientation, gender identity, veteran status, marital status, physical or mental disability, or other protected classes under all local, state, and federal laws and ordinances (AA/EOE/W/M/Vet/Disabled).
Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance.
Visa Sponsorship. The Company does not provide visa sponsorship for this role. Candidates must be legally authorized to work in the United States at the time of hire and throughout their employment. Individuals with temporary visas such as E, F-1 (including those with OPT or CPT), H-1, H-2, L-1, B, J, or TN, or who need sponsorship for work authorization now or in the future, are not eligible.
Please note we are currently only hiring in the following states...
California, Colorado, Connecticut, Florida, Illinois, New York, North Carolina, Oregon, Texas, Virginia, and Washingto
Top Skills
Http,Restful Apis,Proxies,Curl,Postman,Python,Go,Java,Iframes,Mobile Sdks
Similar Jobs
Artificial Intelligence • Cloud • Information Technology • Security • Software • Cybersecurity • Data Privacy
The Technical Support Engineer provides customer support by addressing queries, diagnosing issues, and collaborating with engineering for complex problems. They improve processes and may write documentation, while also balancing enterprise and self-service user needs.
Top Skills:
GitIntercomJIRASlack
Cybersecurity
The Technical Support Engineer ensures excellent customer support in resolving technical issues related to cybersecurity products, infrastructure design, and system optimization while collaborating with stakeholders and maintaining knowledge of products.
Top Skills:
Api IntegrationsFreebsdNetwork SecurityPostgresScriptingUnix Systems
Productivity • Software • App development • Automation
Provide technical support to clients using SDK products, troubleshoot issues, document solutions, and enhance customer satisfaction with Apryse’s technology.
Top Skills:
AWSAzureC#JavaJavaScriptKubernetesRestful Apis
What you need to know about the Montreal Tech Scene
With roots dating back to 1642, Montreal is often recognized for its French-inspired architecture and cobblestone streets lined with traditional shops and cafés. But what truly sets the city apart is how it blends its rich tradition with a modern edge, reflected in its evolving skyline and fast-growing tech industry. According to economic promotion agency Montréal International, the city ranks among the top in North America to invest in artificial intelligence, making it le spot idéal for job seekers who want the best of both worlds.
Key Facts About Montreal Tech
- Number of Tech Workers: 255,000+ (2024, Tourisme Montréal)
- Major Tech Employers: SAP, Google, Microsoft, Cisco
- Key Industries: Artificial intelligence, machine learning, cybersecurity, cloud computing, web development
- Funding Landscape: $1.47 billion in venture capital funding in 2024 (BetaKit)
- Notable Investors: CIBC Innovation Banking, BDC Capital, Investissement Québec, Fonds de solidarité FTQ
- Research Centers and Universities: McGill University, Université de Montréal, Concordia University, Mila Quebec, ÉTS Montréal
