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Basis Theory is seeking a Payments-focused Support Engineer to serve as a technical, customer-facing individual contributor. You'll own complex support issues end-to-end for customers integrating Basis Theory's programmable vault into their payment stacks, working directly with fintechs, merchants, and platforms.
Key Responsibilities:
Technical Support & Troubleshooting: Own complex engineering support tickets from triage through resolution. Manage a high-volume support queue, prioritizing across competing urgencies, customer impact, and SLA commitments. Diagnose and debug issues across frontend card capture, backend API flows, webhook event handling, and processor integrations. Reproduce integration issues in sandbox environments and produce clear, actionable guidance for customers and internal engineering teams. Serve as an escalation point for challenging payment-specific issues requiring deep domain expertise.
Customer Onboarding: Support enterprise customers post-onboarding as their go-to technical resource. Deliver technical guidance on APIs, SDKs, and integration patterns for payments workflows. Provide feedback on documentation, processes, and troubleshooting guides to reduce time-to-resolution and improve developer experience.
Product & Engineering Partnership: Act as the voice of the customer to Product and Engineering teams, surfacing recurring pain points, edge cases, and feature gaps. Collaborate with Solutions Engineers and Account Executives on escalations requiring commercial awareness. Contribute to the internal knowledge base and help define support processes as the team scales.
Required Experience:
- Hands-on experience integrating with or supporting customers using PSPs, gateways, acquirers, or card networks
- Deep understanding of card lifecycle (authorization, capture, settlement, refund, chargeback flows), tokenization and vaulting (technical mechanics and customer use cases), and PCI DSS scope and compliance requirements
- Experience supporting or executing card data migrations, including token portability, BIN transfers, or PSP replatforming
- Strong API fluency: REST, webhooks, auth patterns (OAuth, API keys, JWTs)
- Experience debugging complex, multi-system integrations in production environments
Preferred Experience:
- Background at a payments processor, PSP, fintech, or developer-facing infrastructure company in a support or solutions engineering role
- Familiarity with network tokenization (Visa Token Service, Mastercard Digital Enablement Service)
- Exposure to BIN management, intelligent routing logic, and retry strategies
- Familiarity with fraud, risk, or chargeback tooling
- Understanding of payment orchestration and multi-PSP environments
- Full-stack development experience in any language
- Familiarity with SOC 2, ISO 27001, HIPAA compliance frameworks
