Solutions Support Engineer in Europe

VGS is hiring a Solutions Support Engineer in Europe to serve as the technical front door for European prospects and customers.

About the Role

You will bring your expertise to the earliest stage of the relationship: scoping use cases, mapping payment flows, and designing the solution with EU Sales. Once the client is onboarded, you will continue to provide ongoing technical support. Roughly three-quarters of your time will be spent on solution work, and the remainder will be spent on technical support.

This is a growth role for a senior support, integration, or solutions engineer who wants to move upstream, and you will help shape how Solutions and Support work together in Europe.

You will operate largely in the region alongside the EU team, while the US Solutions team is offline, with a few hours of overlap with the US team towards the end of your day. We are looking for a payments nerd who, in a single day, can earn a prospect CTO's trust, map a complex payment flow with an existing customer's payments leader, help a colleague in Sales through a technical conversation, and trace a failing integration with the customer's engineers.

You will partner with payment companies and enterprise merchants on global payment infrastructure, processor connectivity, credential portability, tokenization, and sensitive payment data.

You will work with the European team through the deal lifecycle, hand over approved designs to the Implementation team, and oversee them through go-live, provide support on solution questions, and stay aligned with the US Solutions team. What you learn in the field goes to Product and Engineering to shape the roadmap and our go-to-market strategy.

What You’ll Do

Solutions work for EU clients and teams (about 75% of the role)

• Conduct technical discovery with EU prospects and customers, Sales, and Account Management to clarify business goals, requirements, risks, and product gaps.
• Partner with EU Sales on technical strategy for strategic opportunities, from discovery through architecture approval, and support other EU opportunities.
• Map payment flows across merchants, PSPs, processors, acquirers, card networks, wallets, and third parties.
• Architect solutions using VGS capabilities, including vaulting, card management, Network and Agentic Tokens, Account Updater, 3DS, wallet payments, account validation, and data security.
• Guide customers on payment security best practices, PCI scope reduction, credential portability, multi-processor setups, resiliency, and scaling.
• Create and deliver architecture diagrams, proposals, demos, and proofs of concept, and support EU responses to RFIs, security reviews, and architecture assessments.
• Back up EU Sales, Implementation, and Support colleagues in client conversations that need solutions depth, and coach them on solutioning with VGS.
• Produce detailed handoffs to the Implementation team covering solution architecture, assumptions, responsibilities, testing, success metrics, and out-of-scope items, then coordinate with Support to provide technical oversight through go-live to ensure the implementation matches the approved architecture.
• Serve as the solution-level escalation point for Support, helping diagnose and redesign where a customer's setup is the root cause.
• Turn customer and market feedback into input for the product roadmap, and build reusable reference architectures, integration patterns, and enablement for the EU teams.
• Coordinate with the US-based Solutions team so EU work stays consistent with VGS standards: reuse existing payment flow maps, solution designs, and reference architectures, bring new EU use cases and capability gaps back to them, and share the patterns and enablement you build.

Overflow technical support (about 25% of the role)

• When there are no active implementations, take overflow tickets during EU business hours.
• Reproduce issues with cURL and Postman, read logs, and trace requests across VGS infrastructure, customer systems, and downstream gateways.
• Diagnose network problems independently, including DNS, TCP/IP, routing, timeouts, connection resets, and TLS/SSL handshake failures.
• Resolve the issue, find a workaround, or escalate with a bug report that Engineering can act on immediately.
• Write up nontrivial investigations as internal runbooks or public documentation, and build and deliver customer training where none exists.
• When an incident or maintenance event affects EU customers, flag the impact to the on-call lead and help draft status page updates and customer notices.

What You Bring

• 5+ years in technical support, integration or implementation engineering, solutions engineering, technical account management, or solutions architecture, with some of it in a senior or lead capacity.
• Proven ability to work independently as the technical expert in a customer-facing role, deciding and then reporting rather than checking first.
• Background at a merchant, PSP, processor, acquirer, issuer, card network, or payment infrastructure company.
• Experience with large-scale card or credential migrations, and with multi-PSP, payment orchestration, processor-routing, or payment portability strategies.
• Knowledge of PCI DSS, data security, privacy, and compliance architecture.
• Strong communication skills: comfortable explaining complex concepts to technical and non-technical audiences, creating clear solution diagrams, supporting customer executive briefings, and coaching colleagues in Sales, Implementation, and Support.
• Strong command of HTTP, REST APIs, and proxies, and independent network debugging (DNS, TCP/IP, routing, TLS/SSL handshakes). Be ready to describe a specific problem you diagnosed and how you narrowed it down.
• Ability to read and debug code and to write working code examples in at least one of Python, JavaScript, Java, or Ruby.
• A knack for out-of-the-box thinking that thrives in a fast-paced startup environment.
• English at C1 or above, written and spoken.
• Strong collaboration, negotiation, and prioritization skills.
• Willingness to work EU business hours on a sustained basis.

Nice to Have:

• Experience with tokenization, payment processing, cryptology, or security products.
• Direct experience with card network programs (Visa, Mastercard), such as network tokenization or account updater services.
• Familiarity with the EU payments and data context, such as PSD2/SCA and GDPR.
• Industry certifications such as PCI QSA, CPP (Certified Payments Professional), CISSP, or AWS Solutions Architect.
• BA/BS degree.