Payment Systems Technical Support Engineer

Dodo Payments is a global billing and monetization platform designed for AI companies, SaaS startups, and digital businesses. The platform enables organizations to accept payments worldwide, automate billing models, and remain compliant with tax regulations across 220+ countries.

Dodo Payments is looking for a Technical Support Engineer to ensure smooth and reliable payment operations for merchants and platform users. In this role, you will act as the first technical contact for merchants facing issues with integrations, payment processing, and platform functionality.

You will collaborate closely with engineering and product teams to investigate issues, resolve incidents quickly, and improve the overall reliability of the platform.

This is a high-impact technical support role that combines troubleshooting, developer support, and operational reliability.

• Provide technical assistance to merchants and customers through platforms such as Intercom, Slack, Discord, and email.

• Respond to support requests within defined service level agreements (SLAs).

• Investigate payment failures, webhook errors, and integration-related issues.

• Debug issues using logs, monitoring dashboards, and scripts to identify root causes.

• Guide merchants through payment integrations and recommend best practices.

• Escalate complex technical issues to engineering teams with clear documentation.

• Maintain knowledge base documentation, FAQs, and internal troubleshooting guides.

• Identify recurring issues and collaborate with product teams to improve system reliability.

• At least 1 year of experience in technical support or developer support roles.

• Basic knowledge of a programming language such as Python, JavaScript, or Java.

• Strong debugging and analytical problem-solving skills.

• Excellent written communication and ability to explain technical concepts clearly.

• Familiarity with communication and support tools like Intercom, Slack, or ticketing systems.

• Willingness to work rotational shifts to support a global user base.

Preferred Qualifications

• Experience working with payment gateways, fintech platforms, or SaaS products.

• Understanding of APIs, REST architecture, webhooks, and JSON.

• Familiarity with SQL queries and basic database troubleshooting.

• Experience analyzing logs or using observability and monitoring tools.

• Opportunity to work on payment systems used by businesses worldwide.

• Early exposure to fintech infrastructure, compliance systems, and large-scale payment operations.

• Close collaboration with product and engineering teams.

• Remote-first work culture with high ownership and responsibility.