Website Paymentology
Ultimate card issuing. At a global scale.
Paymentology, a leading global issuer-processor, empowers banks and fintechs to rapidly issue and process Mastercard, Visa, and UnionPay cards across 60+ countries. Our advanced, multi-cloud platform, global presence, and real-time data distinguish us as a leader in the payments industry. We are seeking a highly skilled Senior Customer Support Engineer to join our growing team.
About the Role:
As a Senior Customer Support Engineer at Paymentology, you will play a crucial role in ensuring the smooth operation of our payment processing platform for our global clients. You will provide expert technical support, troubleshoot complex issues, and collaborate with internal teams to deliver exceptional customer service. This role requires a deep understanding of payment systems, strong technical skills, and a passion for problem-solving.
Responsibilities:
- Provide expert technical guidance and mentorship to the Level 1 support team, enabling them to resolve complex customer inquiries.
- Lead incident management efforts, ensuring rapid resolution of service disruptions for global customers and partners.
- Analyze, diagnose, and resolve escalated technical issues using advanced troubleshooting techniques and tools. Conduct root cause analysis and contribute to problem, configuration, and change management processes.
- Communicate effectively and empathetically with customers, understanding their technical challenges and providing comprehensive solutions. Resolve escalated customer queries from the Level 1 team, ensuring timely and satisfactory resolutions.
- Build and maintain strong relationships with key customers, understanding their unique needs and ensuring their satisfaction.
- Collaborate with cross-functional teams (engineering, product development) to address critical issues and implement effective solutions.
- Create and maintain comprehensive documentation (troubleshooting guides, knowledge base articles) to empower customers and internal teams. Conduct training sessions for support teams and customers.
- Monitor key performance indicators (KPIs) and generate reports to identify trends and improve support efficiency.
- Proactively identify and address potential service interruptions, perform root cause analysis, and monitor service performance.
- Identify opportunities for process automation and improvement.
- Stay up-to-date with emerging technologies and industry best practices.
Qualifications:
- 3-5 years of experience in application/product support, preferably in the cards and payments industry.
- Bachelor’s Degree in Computer Science, Computer Engineering, or equivalent work experience.
- Strong understanding of payment systems, including ISO8583, transaction flows, and 3DS.
- Hands-on experience with SQL, PostgreSQL, and Linux. Cloud experience/certification is a plus.
- Experience managing critical and high-priority incidents.
- Familiarity with DevOps automation tools (Jenkins, ELK, DataDog, Terraform) is a plus.
- Excellent communication skills (written and spoken) in English.
- Ability to learn quickly and adapt to changing environments.
- 24×7 support experience is required.
- Experience with Postman or similar tools.
Benefits:
At Paymentology, we value our employees and are committed to creating a positive and rewarding work environment. You can expect to work with a diverse, global team and contribute to a company that is making a difference in the world of payments.