Customer Success Engineer

Company: Merchant Industry

Job Title: Customer Success Engineer

Location: 36-36 33rd St #206, Long Island City, NY 11106

Employment Type: Full Time

Hourly pay rate: $27 to $29 per hour for a full-time position at 40 hours per week.  

Schedule: Monday–Friday (9 AM–6 PM or 10 AM–7 PM) Rotating Saturdays (10 AM–4 PM, one Saturday every 2 months)  

About Merchant Industry: 

Merchant Industry is a nationally recognized leader in merchant services, providing cutting-edge credit card processing solutions to over 20,000 businesses across diverse industries. Our comprehensive offerings include dual pricing programs, surcharging solutions, ISO sales agent programs, industry training, cash advance services, and a full suite of equipment from POS systems to virtual gateways. 

We pride ourselves on delivering innovative, secure, and scalable payment technologies that empower businesses to thrive. Our culture is collaborative, fast-paced, and growth-oriented with a strong commitment to promoting from within. 

Role Overview

As a Customer Success Engineer, you’ll be the technical bridge between our clients and our payment solutions. You’ll ensure smooth onboarding, resolve integration challenges, and provide proactive support that drives long-term satisfaction and retention. This role blends technical expertise with client-facing empathy—perfect for someone who thrives on solving problems and building relationships.

Key Responsibilities:

·     Serve as the primary technical contact for new and existing clients

·     Guide merchants through onboarding, setup, and integration of POS systems and virtual gateways

·     Troubleshoot issues related to payment processing, equipment, and software configurations

·     Collaborate with Sales, Support, and Product teams to ensure seamless customer experiences

·     Document solutions and contribute to internal knowledge bases

·     Identify opportunities to improve client workflows and recommend best-fit solutions

·     Provide training and technical guidance to clients and internal teams

 Qualifications:

·     2 years in a technical support, implementation, or customer success role

·     Familiarity with payment processing systems, POS hardware/software, or SaaS platforms

·     Strong problem-solving skills and ability to translate technical concepts into user-friendly language

·     Excellent communication and interpersonal skills

·     Experience with CRM tools and ticketing systems (e.g., Salesforce, Zendesk)

·     Bonus: Experience in merchant services or fintech environments

 Compensation and Benefits:

·      Pay Rate: $27–$29 per hour (Full-time, 40 hours/week)

Estimated Annual Salary: $56,160–$60,320

• Performance-based bonuses and incentives 

• Health & dental insurance 
• 401(k) with company match 

• Paid time off and holidays 

• Career development and advancement opportunities 

Why Join Us: At Merchant Industry, we believe in the power of innovation and collaboration. We offer a dynamic environment where your ideas are valued, your growth is supported, and your contributions make a real impact. Join us and be part of a team that’s shaping the future of merchant services. 

Join Merchant Industry and help safeguard the integrity of our merchant services. Apply today to make a meaningful impact on fintech risk management. 

Disclaimer: The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. Employment with the company is at-will.