---
title: 'Technical Support Engineer at VGS'
canonical: 'https://feeny.ai/job/technical-support-engineer-vgs-united-states-t9y5qhhxay1b'
type: 'job'
last_seen: '2026-09-07'
---

# Technical Support Engineer at VGS

- **Company:** VGS
- **Location:** United States
- **Compensation:** $80k–$120k
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-08-31
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.lever.co/verygoodsecurity/85144384-c5e1-4297-82b5-1b876b47ad9c

## Job description

## About VGS

VGS is building the trust infrastructure for a new era of commerce. As commerce becomes agentic, payments are increasing dramatically in volume, speed, and complexity, and the companies driving that shift need a foundation they can fully trust.

That's where VGS comes in. We're the world's leader in payment tokenization, trusted by the most innovative AI and Fortune 500 companies, merchants, banks, and fintechs to power modern payments and agentic commerce. We store more than 9 billion tokens and process more than 10 billion monthly interactions, touching a third of all e-commerce. That scale isn't incidental. It's why leading companies embed our universal token vault and credential management platform directly into their stack, taming the complexity of payment data so they can move faster.

Come build the platform that enables modern payments for the world's largest companies. We're helping businesses unlock new possibilities in an industry that never stops moving. And that takes exceptional people.

## About the Role

The majority of this role is hands-on technical work: debugging, troubleshooting network and integration issues, onboarding new customers, and resolving tickets.

The remainder is operational ownership and cross-team coordination. The support team plays a vital role in translating between our Engineering and Go-To-Market teams (including account management and sales). During incidents, outages, escalations, and planned maintenance, you are the primary on-shift decision-maker for PT business hours: you decide whether an incident goes on the public status page, approve the wording of customer notifications, set maintenance timing, and coordinate as needed with the GTM teams so that they are aware of any impacts to their clients. These decisions sit with leadership today, and we want them to be owned within Support.

They come up infrequently but are time-sensitive and customer-visible. You'll have a written scope of what you can approve independently and what requires the manager, expanding as you establish a track record.

## What You'll Do

Serve as the senior decision-maker for the Support team during PT business hours. Escalations, judgment calls, and approvals land with you. You're the person on shift with the standing to decide, not to route. Own incident and maintenance communications. Assess severity and customer impact, decide when to post to the public status page, write or approve the wording, including team drafts, and keep it up to date through resolution. Set and coordinate maintenance timing. Choose windows based on real customer traffic patterns and regional load, negotiate them with engineering, inform internal client-facing teams about and make sure the notice goes out with enough lead time for customers to plan. Coordinate multi-team projects where Support is a stakeholder: migrations, deprecations, launches, and customer-specific rollouts. Track dependencies and keep the parties honest about status. Debug deeply. Reproduce issues with cURL and Postman, read logs, and trace requests across VGS infrastructure, customer systems, and downstream gateways. Diagnose network problems independently: DNS, TCP/IP, routing, timeouts, connection resets, and TLS/SSL handshake failures. Resolve an issue, find a workaround, or escalate with a bug report good enough for engineering to act on immediately. Drive mid-tier and long tail customer integrations from kickoff to go-live, coordinating between customer engineers and internal teams. Write up nontrivial investigations as internal runbooks or public documentation. Prepare and deliver customer training, building the material where it doesn't exist. Meet SLA and quality targets, and help the team meet theirs. Participate in the weekend on-call rotation (every 3rd weekend, Saturday and Sunday, 8:00–20:00 PT). On-call is monitoring coverage, not a full working day — you respond to urgent incidents and time-sensitive requests, while routine tickets wait for the next business day.

## What You Bring

5+ years in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management — with at least some of it in a senior or lead capacity. Experience owning customer-facing incident or maintenance communication. You will be writing status page updates, incident notices, and escalation emails. You understand the difference between transparency and alarm. Strong internal communication skills. You will be the translation layer between customers, VGS account management, and VGS product and engineering. You should be able to operate in different contexts and understand how to translate between the technical, operations, and business contexts of conversations to ensure context is not lost between stakeholders. Autonomy. You are comfortable deciding and then reporting, rather than checking first. You'll have a few hours of overlap with your manager each day and spend the rest of your shift as the main decision-maker. Strong command of HTTP, REST APIs, and proxies.Independent network debugging — DNS, TCP/IP, routing, connectivity, TLS/SSL handshakes. Be ready to describe a specific problem you diagnosed and how you narrowed it down.English at C1 or above, written and spoken. You'll be writing text that customers and executives read, under time pressure. Willingness to work PT business hours on a sustained basis.

Nice to Have: Experience with tokenization, payment processing, cryptology, or security products BA/BS degree A knack for out-of-the-box thinking that thrives in a fast-paced startup environment Reading and debugging code in at least one of Python, Go, Java, or a similar language. You won't ship production code.

## About VGS

## Company Overview
- **One-liner**: VGS provides a tokenization and credential management platform that secures sensitive payment data for enterprises, enabling PCI compliance and network value-added services.
- **Entity Type**: Private (Series C)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2015
- **Founders**: Not publicly available

## Core Business
- Primary industry/industries: Financial Services, Payment Tokenization, Data Security
- Target customers: B2B – Fortune 500 companies, merchants, fintechs, banks, marketplaces, and gaming/hospitality organizations
- Mission or purpose statement: "To transform how sensitive payment data is stored, secured, and used to enable agentic commerce and beyond" [verygoodsecurity.com](https://www.verygoodsecurity.com/about-us)

## Products & Services
- **[Card Management Platform](https://www.verygoodsecurity.com/about-us)**: Composable, single-API platform that unifies Network Tokens, Account Updater, Card Attributes, and 3DS into one card object.
- **[Vault](https://www.verygoodsecurity.com/about-us)**: PCI-compliant secure vault for tokenizing sensitive data (card numbers, PII) so it never touches client systems.
- **[Network Tokens](https://www.verygoodsecurity.com/about-us)**: Randomized codes issued by card networks (Visa, Mastercard, Amex, Discover) that replace PANs to reduce fraud and improve authorization rates.
- **[Account Updater](https://www.verygoodsecurity.com/about-us)**: Direct network integration that continuously updates card-on-file data to reduce failed transactions.
- **[Card Attributes / BIN Lookup](https://www.verygoodsecurity.com/about-us)**: Detailed card metadata (beyond BIN) for fraud prevention and payment optimization.
- **[3DS (Three-Domain Secure)](https://www.verygoodsecurity.com/about-us)**: Security protocol for verifying cardholder identity during online payments.
- **[Account Validation](https://www.verygoodsecurity.com/about-us)**: Card verification, CVC verification, AVS, and ANI services to confirm account ownership and validity.

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Annual Revenue – USD 35,000,000 (LinkedIn estimate) [linkedin.com](https://www.linkedin.com/company/very-good-security)
- **Total Funding**: USD 104,930,000 across 6 rounds [linkedin.com](https://www.linkedin.com/company/very-good-security)
- **Notable Investors/Partners**: Andreessen Horowitz (Series A lead), Goldman Sachs Merchant Banking Division (Series B lead), Vertex Ventures (Series C lead) [linkedin.com](https://www.linkedin.com/company/very-good-security)
- **Growth Signals**: 
  - 45 billion annual interactions processed globally [verygoodsecurity.com](https://www.verygoodsecurity.com/)
  - 7 billion tokens held globally
  - Workforce of 117 employees distributed across 12 countries (including US, Ukraine, Canada, Greece, India)
  - Monthly employee growth of +1.7% [linkedin.com](https://www.linkedin.com/company/very-good-security)

## Competitive Advantages
- One of the few providers with **direct network connections** to card networks (Visa, Mastercard, Amex, Discover), enabling the most up-to-date account information and higher authorization rates [verygoodsecurity.com](https://www.verygoodsecurity.com/about-us)
- **Tokenization-first approach** reduces PCI DSS scope and simplifies compliance for clients
- **Single API** for multiple network value-added services (Network Tokens, Account Updater, Card Attributes, 3DS), reducing integration complexity
- Proven trust with **Fortune 500** organizations and regulated financial institutions

## Strategic Focus
- **Agentic Commerce**: Enabling secure, autonomous transactions where intelligent agents initiate, manage, and optimize payments without exposing sensitive data [verygoodsecurity.com](https://www.verygoodsecurity.com/about-us)
- **Card Management Platform expansion**: Consolidating multiple card services into one interoperable solution
- **Global scalability**: Growing distributed engineering and operations teams to support international clients

## Why Work Here
- **Distributed & flexible**: Remote-first with hybrid options in San Francisco Bay Area; open to candidates across the US and Canada [jobs.lever.co](https://jobs.lever.co/verygoodsecurity)
- **Engineering-centric culture**: 53 out of 117 employees are in technical roles (45%), indicating strong product and engineering investment [linkedin.com](https://www.linkedin.com/company/very-good-security)
- **Impact at scale**: Work on a platform handling 45 billion annual interactions and securing data for the world’s largest enterprises
- **Diverse, international team**: Employees across 12 countries, with significant presence in Ukraine, Canada, Greece, and India
- **Growth opportunities**: Recent headcount growth (+1.7% monthly) and active hiring for roles like Strategic Finance Manager, Staff Accountant, and Senior Manager of Revenue Operations & Analytics

## Sources
1. [verygoodsecurity.com – Homepage](https://www.verygoodsecurity.com/)
2. [verygoodsecurity.com – About Us](https://www.verygoodsecurity.com/about-us)
3. [linkedin.com – VGS Company Page](https://www.linkedin.com/company/very-good-security)
4. [cbinsights.com – VGS Profile](https://www.cbinsights.com/company/very-good-security)
5. [jobs.lever.co – VGS Careers](https://jobs.lever.co/verygoodsecurity)

## Other roles at VGS

- [Sr. Software Engineer](https://feeny.ai/job/sr-software-engineer-vgs-san-francisco-wejycd8ym9tj) — San Francisco, CA
- [Sr. Software Engineer](https://feeny.ai/job/sr-software-engineer-vgs-san-francisco-jpwcmp2s496x) — San Francisco, CA
- [Solutions Architect](https://feeny.ai/job/solutions-architect-vgs-united-states-2g1v037vw564) — United States
- [Staff Infrastructure Engineer](https://feeny.ai/job/staff-infrastructure-engineer-vgs-united-states-xbftp83dtw52) — United States
- [Sr. Staff Infrastructure Engineer](https://feeny.ai/job/sr-staff-infrastructure-engineer-vgs-united-states-xy6cxcv7bsr9) — United States
- [Director, Strategic Partnerships](https://feeny.ai/job/director-strategic-partnerships-vgs-united-states-4nnbrprxqrdq) — United States
- [Sr. Product Manager, Network Services](https://feeny.ai/job/sr-product-manager-network-services-vgs-united-states-9p9hay4m35qw) — United States
- [Strategic Finance Manager](https://feeny.ai/job/strategic-finance-manager-vgs-united-states-0q06xh7jck52) — United States
- [Sr. Infrastructure Engineer](https://feeny.ai/job/sr-infrastructure-engineer-vgs-greece-5pxvryqvm94s) — Greece
- [Sr. Software Engineer](https://feeny.ai/job/sr-software-engineer-vgs-greece-d7hr838q7a7a) — Greece