Technical Support Engineer

Easy Pay Direct is hiring a Technical Support Engineer to support EPD Commerce, EMAP, HubSpot, and internal systems from our Austin, TX onsite office. You’ll work Monday through Friday, 8:00 AM to 5:00 PM CT, with occasional after-hours and weekend coverage for critical incidents. The role offers a $80,000 to $100,000 base salary (depending on experience and technical capability), plus Health Insurance, 401(k) with Company Match, and PTO.

Day to day, you’ll help internal sales and support teams get clear technical answers, drive escalations to root cause, and turn recurring issues into documented fixes or process improvements. The team also supports a comfortable work environment, including an East Austin office with an on-site shower, a fully stocked kitchen and snacks, and frequent company outings and happy hours.

Responsibilities

• Own technical support requests end-to-end, including clarifying the problem, assessing impact, keeping requestors informed, and verifying the solution resolves the issue.
• Troubleshoot applications and integrations using SQL, APIs, logs, browser developer tools, and scripts, reproducing issues through approved production access to identify root cause.
• Support HubSpot and internal workflows by diagnosing configuration and automation issues, implementing approved changes, and coordinating development assistance when required.
• Handle customer support escalations by helping internal teams resolve complex merchant issues involving EPD Commerce, EMAP, and connected systems.
• Investigate vendor and SaaS integration inquiries by gathering missing information, following up on outstanding questions, and tracking commitments.
• Work with development teams to produce clear bug reports, including reproduction steps, business impact, relevant evidence, and any available workaround.
• During critical incidents, independently start diagnosis and perform approved remediation when engineering leadership is unavailable, engaging developers or DevOps as needed.
• Maintain troubleshooting guides, operational procedures, and clear explanations to help staff understand and use internal systems.
• Assist with data extraction, reporting, and discrepancy analysis to investigate operational data.
• Improve recurring support processes by identifying repeated problems and recommending automation, documentation, or product changes that reduce future demand.

Requirements

• Experience independently supporting production software, SaaS applications, or business systems.
• Strong troubleshooting skills and the ability to investigate unfamiliar problems methodically.
• Practical SQL skills for querying relational databases and investigating data issues.
• Experience troubleshooting REST APIs, including authentication, HTTP responses, JSON payloads, and integrations.
• Ability to write or modify scripts in Python, JavaScript, or shell.
• Experience administering CRM or business systems and troubleshooting automated workflows.
• Sound judgment when working with production access, sensitive information, and changes that affect business operations.
• Clear written and verbal communication, including explaining technical findings to nontechnical colleagues.
• Strong follow-through to track open questions, pursue answers, and close the loop.

Preferred

• HubSpot administration, workflows, integrations, or reporting.
• Experience with payments, merchant services, fintech, or e-commerce systems.
• Experience with application logging, monitoring, and incident response.
• Experience working with distributed development teams and third-party vendors.
• Experience creating internal knowledge bases or automating repetitive support tasks.

Tech stack: SQL, REST APIs, HTTP, JSON, Python, JavaScript, shell, HubSpot, browser developer tools.

Reports to: CEO.