Technical Support Engineer

Responsibilities

• Serve as the senior decision-maker for the
• Support team during PT business hours. Escalations, judgment calls, and approvals land with you. You're the person on shift with the standing to decide, not to route.
• Own incident and maintenance communications. Assess severity and customer impact, decide when to post to the public status page, write or approve the wording, including team drafts, and keep it up to date through resolution.
• Set and coordinate maintenance timing. Choose windows based on real customer traffic patterns and regional load, negotiate them with engineering, inform internal client-facing teams about and make sure the notice goes out with enough lead time for customers to plan.
• Coordinate multi-team projects where
• Support is a stakeholder: migrations, deprecations, launches, and customer-specific rollouts. Track dependencies and keep the parties honest about status.
• Debug deeply. Reproduce issues with cURL and Postman, read logs, and trace requests across VGS infrastructure, customer systems, and downstream gateways. Diagnose network problems independently: DNS, TCP/IP, routing, timeouts, connection resets, and TLS/SSL handshake failures.
• Resolve an issue, find a workaround, or escalate with a bug report good enough for engineering to act on immediately.
• Drive mid-tier and long tail customer integrations from kickoff to go-live, coordinating between customer engineers and internal teams.
• Write up nontrivial investigations as internal runbooks or public documentation.

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