Basis Theory United States

Support Engineer, Payments Infrastructure

Basis Theory United States

3 days ago 63 applicants

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Mark Hartley

Mark Hartley

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

Own complex engineering support tickets end-to-end, from initial triage through resolution, for customers integrating Basis Theory’s APIs into payment stacks
Triage, manage, and prioritize a high-volume support queue 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 that require deep domain expertise to unblock use cases at each stage of the customer journey
Communicate with customers through ambiguity, giving confident, composed updates that manage expectations and de-escalate without overpromising

Customer Onboarding

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

Product & Engineering Partnership

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
Collaborate with Solutions Engineers and Account Executives on escalations that require 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, and chargeback flows
Tokenization and vaulting: both the technical mechanics and customer use cases
PCI DSS scope and compliance requirements what matters in practice
Webhooks and event-driven payment architectures
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
Strong API fluency: REST, webhooks, auth patterns (OAuth, API keys, JWTs)
Experience debugging complex, multi-system integrations in production environments

Preferred Experience

Experience 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 and how it fits into the broader stack
Understanding of payment orchestration and multi-PSP environments
Full-stack experience in any language
Familiarity with relevant compliance frameworks beyond PCI: SOC 2, ISO 27001, HIPAA where payments data intersects with health or identity

Who This Role Is Perfect For

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

A Technical Support Engineer at a PSP, gateway, or payments infrastructure company with deep experience debugging API integrations
A Senior Support Engineer at a developer-facing B2B SaaS company who has developed strong domain expertise in financial infrastructure
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

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.

Seniority level Mid-Senior level
Employment type Full-time
Job function Engineering
Industries Financial Services

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Support Engineer, Payments Infrastructure