Payments Infrastructure Support Engineer

Support Engineer, Payments Infrastructure

Basis Theory is seeking a Payments-focused Support Engineer fluent in the card ecosystem to join their team. This is a technical, customer-facing role focused on helping fintechs, merchants, and platforms successfully integrate, troubleshoot, and scale their use of Basis Theory’s programmable vault.

About The Role

You’ll own complex issues end-to-end, serve as a trusted advisor to customers post-onboarding, and act as the bridge between customers and our Engineering and Product teams. If you have experience debugging card tokenization, navigating PCI scoping, or troubleshooting PSP integrations, this role is for 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.
• Provide feedback and improvements on documentation, processes, and troubleshooting guides to reduce time-to-resolution and enhance the developer experience.

Product & Engineering Partnership

• Act as the voice of the customer to Product and Engineering regarding 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, chargeback flows), Tokenization and vaulting (technical mechanics and customer use cases), PCI DSS scope and compliance requirements, 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 sequencing, rollback risk, and customer coordination.
• 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.
• Understanding of fraud, risk, or chargeback tooling and its place in the broader stack.
• Understanding of payment orchestration and multi-PSP environments.
• Full-stack experience in any language.
• Familiarity with compliance frameworks beyond PCI: SOC 2, ISO 27001, HIPAA.

Who This Role Is Perfect For

Ideal candidates have worked in the payments trenches, such as a Technical Support Engineer at a PSP, gateway, or payments infrastructure company with deep API integration debugging experience; a Senior Support Engineer at a developer-facing B2B SaaS company with financial infrastructure expertise; or a Payments Implementation Engineer or Technical Onboarding Specialist at a fintech or payments processor who has guided merchants through end-to-end integrations.

Why Basis Theory

Basis Theory is at an inflection point with 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 product evolution.

Key skills/competency

• Payments Infrastructure
• Support Engineer
• API Integrations
• Fintech
• Tokenization
• PCI Compliance
• Troubleshooting
• Customer Support
• PSP Integrations
• Card Lifecycle