<div><strong>Position Summary</strong></div><div><br>As a Technical Support Engineer (Tier 2) on the Payments Team at Virtuous, you play a critical role in delivering high-quality support to our customers while serving as a key escalation point for payment processing, online giving, and reconciliation issues. You will develop deep expertise across Virtuous CRM+ and Raise, diagnose complex technical and workflow challenges, and partner closely with Engineering and Customer Success to drive timely, effective resolutions that protect donor trust and customer confidence.</div><div><br>This role is ideal for someone who enjoys problem-solving, thrives in ambiguity, and takes pride in balancing technical investigation with clear, empathetic customer communication especially when issues involve transactions and time-sensitive giving moments.</div><div><strong><br>Responsibilities</strong></div><ul><li>Handle escalated Tier 2 support tickets submitted via email and phone using Zendesk, with a strong focus on accuracy, ownership, and follow-through.</li><li>Troubleshoot payment processing issues end-to-end across Virtuous Giving and Raise, including failed transactions, donor checkout errors, payment method issues, webhook/notification-related failures, and discrepancies between platform and gateway outcomes.</li><li>Manage and support payment gateway integrations (such as: Stripe, Stax, <a href="http://auth.net/">Auth.net</a>, Paypal, etc..), including diagnosing configuration issues, validating credentials and connectivity, understanding gateway-specific behaviors, and identifying when issues originate in Virtuous vs. the gateway.</li><li>Investigate and resolve reconciliation issues, including settlement timing, payouts, refunds, chargebacks, and mismatched transaction records ensuring accurate reporting and customer confidence.</li><li>Meet and maintain performance metrics including response time, resolution time, ticket throughput, and CSAT.</li><li>Troubleshoot complex, non-standard issues by reproducing problems, analyzing data, and identifying root causes.</li><li>Investigate and validate potential product defects, document findings clearly, and collaborate with Engineering through Jira to drive resolution.</li><li>Collect logs, account data, and environmental details to identify patterns, edge cases, or systemic issues.</li><li>Propose creative and practical solutions or workarounds to help customers accomplish their goals—even when the product isn’t behaving as expected.</li><li>Manage customer expectations by providing timely updates, setting clear next steps, and communicating technical details in an understandable way.</li><li>Work closely with Customer Success to support customer health, retention, and overall experience.</li><li>Adapt to evolving responsibilities and priorities in a fast-paced, growing SaaS environment.</li></ul><div><strong><br>You Must Have</strong></div><ul><li>2+ years of experience in B2B SaaS Technical Support in a Tier 2 (or equivalent escalation-focused) role.</li><li>Hands-on experience supporting CRM platforms or complex SaaS applications, ideally involving payments, donations, or reconciliation workflows.</li><li>Experience collaborating with Engineering teams using tools like Jira.</li><li>Experience using ticketing systems such as Zendesk, Intercom, or Freshdesk.</li><li>Familiarity with payment processors such as Stripe, Stax, <a href="http://authorize.net/">Authorize.net</a>, PayPal, or similar platforms.</li><li>Strong analytical and troubleshooting skills, with the ability to test use cases and isolate issues methodically.</li><li>Comfort working with data, reports, and spreadsheets to support investigations.</li><li>Excellent written and verbal communication skills, especially when explaining technical concepts to non-technical users.</li><li>Strong organizational skills and the ability to manage multiple priorities simultaneously.</li><li>A growth mindset and desire to continually improve both personally and professionally.</li><li>A sense of ownership, professionalism, and humor—you take your work seriously without taking yourself too seriously.</li></ul><div><strong><br>Nice to Have</strong></div><ul><li>General working knowledge of APIs, HTML, and CSS for troubleshooting and investigation.</li><li>Familiarity with donor giving flows, reconciliation, or financial reporting workflows.</li><li>Experience with investigating potentially fraudulent card spinning activity</li><li>Experience with adding/adjusting cloudflare firewall settings/rules to block undesirable traffic</li></ul><div><strong><br>What We Offer</strong></div><ul><li>Market competitive pay leveraging Carta data</li><li>Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)</li><li>401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days</li><li>We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO</li><li>Supportive time off including paid volunteer days and company holidays</li><li>Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).</li><li>12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)</li><li>We pride ourselves on Community and host exciting company outings and events.</li></ul><div><br><strong>About Us</strong></div><div>Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.</div><div><br>Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits&nbsp;</div><div><br></div><div>We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do.&nbsp;</div><div><br>The ideal candidate for Virtuous embodies our values by:</div><ul><li>Asking questions with a spirit of curiosity</li><li>Giving feedback freely with candor &amp; grace, welcoming it in return</li><li>Displaying a passion for philanthropy and technology&nbsp;</li><li>Serving with joy. Everyone is willing to make the coffee!</li><li>Celebrating the wins &amp; milestones of others&nbsp;</li><li>Assuming good intent &amp; demonstrating trust in others&nbsp;</li><li>Pursuing relationships with people different from themselves &amp; creates space to be human</li></ul>

Technical Support Engineer (Tier 2) - Payments Team

<div><strong>Position Summary</strong></div><div>The Lead Product Manager focused on Digital Resource and Licensing, plays a key role in advancing Come and See’s mission to equip the global Church with biblically based digital resources inspired by The Chosen. This individual will oversee the vision, strategy, and ongoing product development of Come and See’s digital resource hub, ensuring it serves as a vibrant platform for ministries, churches, and para-church organizations worldwide.</div><div><br>This role combines strategic planning, digital platform experience management, and partnership development to create transformative, accessible, and engaging tools that empower discipleship at scale.</div><div>The ideal candidate has strong 0-to-1 product development experience, a sharp strategic lens, and the technical depth to align roadmap decisions with platform architecture. You will influence product direction, contribute to global expansion, and collaborate with world-class teams to create a digital hub product that inspires millions worldwide.</div><div>&nbsp;</div><div><strong>Key Responsibilities</strong></div><div><strong>Strategic Product Leadership</strong></div><ul><li>Define and evolve a long-term product vision for the Come and See’s Digital Resource Hub including Licensing and content that aligns with organizational goals and user needs across global markets.</li><li>Curate and deliver a comprehensive suite of bibilically based resources including film clips, reading plans, study guides, sermon notes, and discipleship journeys tailored for the use across the global Church.</li><li>Integrate competitive analysis, media/streaming trends, and platform capabilities to drive innovation and differentiation.</li><li>Shape the product roadmap to prioritize strategic growth areas, platform scalability, and user impact.</li><li>Partner with engineering leads to assess technical feasibility and ensure solutions are scalable, secure, and performant.</li><li>Leverage emerging technologies (e.g., personalization, engagement optimization, AI-driven content delivery) to inform long-term innovation.</li></ul><div><br></div><div><strong>Execution &amp; Delivery</strong></div><ul><li>Lead end-to-end product execution, including sprint planning, backlog management, and roadmap delivery using agile methodologies.</li><li>Translate product strategy into detailed requirements, user stories, epics, and success metrics.</li><li>Ensure cross-functional alignment across engineering, design, content, analytics, and external vendors.</li><li>Manage JIRA workflows to track velocity, dependencies, and team throughput.</li><li>Ensure licensing agreements are easy to access, properly translated, and provide sufficient legal guardrails and guidance across the globe.</li></ul><div>&nbsp;</div><div><strong>Data-Informed Decision Making</strong></div><ul><li>Define and monitor product KPIs and success metrics; partner with analytics teams to drive insights and continuous optimization.</li><li>Develop clear reporting structures for feature performance and product health.</li><li>Use user research, market data, and platform analytics (e.g., GA4, Tableau) to validate roadmap decisions and de-risk innovation.</li><li>Develop, track, and communicate key performance metrics to evealuate the efftiveness and reach of the resource hub.</li><li>Utilize data insights to drive continuous improvement and innovation in both content and user experiences</li><li>Manage relationships with third-party technology providers to ensure platfrom stability, scalability, innovation, and desired experiences.</li><li>Work closely with marketing and regional teams to leverage user data for key initiatives that inform and create future global engagement strategies and worldwide adoption of platform.</li></ul><div>&nbsp;</div><div><strong>Vendor &amp; Stakeholder Management</strong></div><ul><li>Own relationships with external development and technology partners, ensuring delivery quality, technical alignment, and timeliness.</li><li>Communicate roadmap updates and feature outcomes through compelling presentations and executive briefings.</li><li>Collaborate closely with cross-functional teams including marketing, distribution, IT, and donor development, as well as external ministry partners, to create fresh and relevant content.</li><li>Partner closely with 5&amp;2 Studio’s grassroots team to identify and execute strategies that attract new users, deepend engagement among existing users, and create meaningful digital experiences.</li><li>Manage relationships with third-party technology providers to ensure platfrom stability, scalability, innovation, and desired experiences.</li></ul><div>&nbsp;</div><div><strong>Demonstrated Behaviors and Capabilities</strong></div><div>Strategic Planning | Execution Minded | Relationship Cultivator | Growth Mindset | Inspiring Communicator |&nbsp; Resilience | Innovative | Servant Leader | Humble | Listening |<br>Faith Driven | God Honoring</div><div><br></div><div><strong>Knowledge, Skills and Abilities</strong></div><ul><li>Excellent written and oral communication skills</li><li>Must display high levels of confidentiality, integrity and dependability.</li><li>Proficient knowledge of digital technology and a large suite of productivity software.</li><li>Strong work ethic and emphasis on attention to detail.</li><li>Capable of working independently and as part of a cross-functional team.</li><li>Able to work on multiple projects with competing priorities.</li><li>Experience working in a highly matrixed organization.</li><li>Comfortable speaking with both business and ministry leaders.</li><li>Ability to travel globally is required.</li></ul><div><br></div><div><strong>Education and Experience</strong></div><div><em>Required</em></div><ul><li>7+ years of product management experience, including cross-functional leadership and lifecycle ownership of digital platforms.</li><li>Demonstrated success leading 0-to-1 product efforts and evolving them into scaled platforms.</li><li>High level technical understanding of mobile platforms, backend systems, APIs, and analytics infrastructure.</li><li>Experience managing cross-team dependencies and third-party vendors in an agile environment.</li><li>Expertise in agile product development (e.g., JIRA, Figma, Confluence).</li><li>Outstanding communication and stakeholder influence skills, including executive engagement.</li><li>MBA or equivalent advanced degree.</li></ul><div><br><em>Preferred</em></div><ul><li>Experience in media, entertainment, streaming, or digital content platforms.</li><li>Familiarity with global product development or international market engagement.</li><li>Passion for faith-driven content and the mission of *The Chosen*.</li><li>Exposure to personalization, AI, or user engagement optimization technologies.</li></ul><div>&nbsp;</div><div><strong>Physical Demands/Working Conditions</strong></div><div>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</div><div>&nbsp;</div><ul><li><strong>Working Conditions:</strong><br>Office setting with a forty-hour (+) workweek. This position preferably works out of our Colorado Springs headquarters. Remote consideration.</li><li><strong>Physical Demands:</strong><br>Frequent sitting and use of standard office equipment. Ability to lift approximately 15-20 pounds. Ability to hear phone calls and clearly communicate verbally.</li></ul><div>&nbsp;<br><strong>Company Overview</strong></div><div>The Come and See is dedicated to supporting and expanding the global reach of The Chosen, the first-ever multi-season television series about the life of Jesus Christ. The Chosen has captivated millions around the world with its powerful storytelling, high production values, and authentic portrayal of the life and ministry of Jesus. As a faith-driven initiative, Come and See plays a pivotal role in funding, distributing, and engaging audiences to ensure that the message of The Chosen continues to inspire and touch lives across diverse cultures and communities. By fostering a collaborative and innovative work environment, the Come and See Foundation is committed to amplifying the impact of The Chosen and creating transformative experiences that resonate with audiences worldwide.</div><div><br></div><div><strong>Our Beliefs, Culture, and Commitment</strong></div><div>At Come and See, every staff member is a critical and valuable part of our mission and ministry. We consider ministry readiness and an individual's capacity to represent our culture and Christian beliefs during the selection process for all staff positions. An essential function within every position held by a staff member at Come and See is to uphold and represent Jesus in how we live and behave.</div><div>While we unite around our mission, we know unity doesn't mean uniformity. Our calling is too great, and our mission is too important not to be intentional about strengthening our team with people from all backgrounds. We believe that varied perspectives—across race, ethnicity, life experience, age, and gender—enrich our ability to share the story of Jesus with the world and help everyone, everywhere, experience the authentic Jesus.</div>

Lead Product Manager

<div><strong>General Information</strong></div><div>Chat support is available Mon – Fri, 9 AM – 6:00 PM ET. Phone support is available Mon – Fri, 9 AM – 5 PM EST.&nbsp;<br><br></div><div><strong>Expectations<br></strong><br></div><div><em>The Customer Success Specialist is expected to perform the tasks outlined below.&nbsp;<br></em><br></div><div>PROVIDE DIRECT SUPPORT TO CUSTOMERS (CHAT, PHONE &amp; EMAIL)<br><br></div><div><strong>Chat Support Expectations:</strong></div><ul><li>Respond within 2 minutes of customer inquiry, even if it is just acknowledging the customer and asking them to “hold momentarily.”</li><li>Point customers to appropriate Help Articles.</li><li>Provide screenshots and explanations to customers when a Help Article has not been written.</li><li>Listen attentively to customer questions/concerns and respond accordingly to what they need.</li><li>Answer every question asked by the customer and offer alternative solutions within the system when what they want isn’t currently possible, but an alternative exists</li><li>Document support tickets in Jira and follow up with the resolution</li><li>Elevate customer inquiries to Tier 2 support when necessary.</li><li>Collect necessary information for Tier 2 agents to answer inquiries.</li></ul><div><br><strong>Phone Support Expectations:</strong></div><ul><li>Answer all incoming calls during support hours.</li><li>Provide necessary support and write notes in CRM as needed. &nbsp;</li><li>Respond to support-related voice messages within the same day or next day if the message is left after support hours.&nbsp;</li></ul><div><br><strong>Email Support Expectations:</strong></div><ul><li>Respond within 2 hours to customers sending support inquiries via email.</li></ul><div><br><strong>Internal Administration</strong></div><ul><li>Document feature requests in Jira</li><li>Follow up in email/calls as needed</li></ul><div><br><strong>This is a Remote position.<br></strong><br></div><div>Employees must have a reliable internet connection.<br><br></div><div>Tasks will be performed on a company-issued computer, using your personal internet connection.<br><br></div><div><strong>Pay Rate</strong><br>$40,000 – $45,000 annually<br><br></div><div>The Customer Support Specialist will have paid on-boarding, as well as having ongoing support from our team.<br><br></div><div>Paid Company Holidays. 2 weeks of PTO after accrual. No Health benefits are offered at this time.</div>

Christian Agile Jobs

Explore top Christian Agile jobs at leading Christian tech companies, nonprofits, and churches.

Trusted by