Support Engineer, Payments

Location: Bloomington, NH, US; TX, US. On-site, full-time position.

Company

Neumo supports government services and provides administrative and financial support to state and local government organizations across the United States.

What you will do

• Research and resolve support requests from customer service, merchant operations, merchants, partners, and other internal teams.
• Trace transactions through authorization, capture, void, refund, settlement, and reconciliation to explain statuses, amounts, fees, and outcomes.
• Investigate errors and declines across configuration, merchant or cardholder behavior, processor responses, connectivity, product defects, web applications, APIs, data, and payment terminals.
• Configure clients, merchants, accounts, terminals, and integrations; query Azure Table and Blob Storage; and build accurate ad-hoc reports and data extracts.
• Reproduce issues, collect logs and transaction evidence, escalate confirmed defects to engineering, and follow issues through resolution and customer communication.
• Maintain scripts, queries, knowledge-base articles, runbooks, and troubleshooting guides; participate in triage, release validation, daily engineering meetings, training, and applicable on-call rotations.

Requirements

• 2–5 years of experience in technical support, application support, support engineering, or a similar role, including resolving technical issues, analyzing logs and application data, documenting findings, and communicating with technical and non-technical audiences.
• Experience querying and analyzing data using SQL, NoSQL, or cloud storage data, including Azure Table Storage concepts such as OData filters, partition keys, and row keys, or Azure Storage Explorer.
• Experience with REST APIs and API testing tools such as Postman or similar tools.
• Strong understanding of payment flows, including authorization, settlement, chargebacks, refunds, and reconciliation, or the ability to learn them quickly.
• Working knowledge of tokenization, encryption, PCI DSS, and secure handling of sensitive cardholder and merchant data.
• Strong analytical, troubleshooting, problem-solving, organization, and communication skills, including the ability to isolate issues across web, API, data, and device layers.
• Knowledge of business systems and infrastructure, cloud services, APIs, and networking basics.
• Ability to explain technical findings clearly, prioritize multiple requests, handle time-sensitive merchant issues, work independently, and contribute to a team.
• Ability to remain stationary for most of the day, operate a computer and office productivity machinery, and occasionally handle and set up payment terminals and related hardware.

Nice to have

• Experience in payments, fintech, or financial services.
• Familiarity with Microsoft Azure, including Table Storage, Blob Storage, Application Insights, and Log Analytics.
• Experience with .NET applications and reading C# code.
• Familiarity with Vue.js or modern web front-end debugging, including browser developer tools and network traces.
• Familiarity with payment gateway and processor integrations, EMV, or POS terminals such as Verifone, Ingenico, or PAX.

Culture & Benefits

• Competitive benefits and compensation package.
• Work in a dynamic environment supporting public-sector and government-service customers.
• Collaboration with QA, developers, product managers, merchant operations, and internal support teams.
• Equal opportunity employment.