Advanced Customer Support Engineer

Paymentology is the first truly global issuerprocessor giving banks and fintechs the technology team and experience to rapidly issue and process Mastercard Visa and UnionPay cards across more than 60 countries at scale.

Our advanced multicloud platform offering both shared and dedicated processing instances vast global presence and richer realtime data set us apart as the leader in payments.

Technical Expertise: Provide comprehensive technical and business knowledge to the Level 1 support team to ena them to handle complex customer queries. Actively participate in the Incident Management Team ensuring swift resolution of service interruptions for global customers and partners.

Problem Solving and Issue Resolution: Analyse and diagnose escalated technical issues employing advanced troubleshooting techn and tools to resolve intricate problems promptly. Conduct root cause analysis and contribute to mature problem con guration and change management processes.

Customer Support: Communicate and engage with customers in a professional and empathetic manner underst their technical challenges and providing comprehensive solutions. Resolve escalated customer queries forwarded by the Level 1 Team ensuring timely and satisfactory solutions.

Relationship Management and Collaboration: Build and maintain strong relationships with key customers understanding their unique need requirements and ensuring their satisfaction with the products/services. Collaborate with crossfunctional teams including engineering and product development to address critical issues and implement e ective solutions. Coordinate with other implementation and development teams to analyse and provide feedb customers when required. Facilitate training sessions and o er extensive support to colleagues across departments.

Documentation and Knowledge Sharing: Create and maintain detailed documentation including troubleshooting guides best practice knowledge base articles to assist customers and internal teams in resolving complex issues e ectively. Conduct training sessions or workshops for support teams and customers to enhance their understanding of advanced product features and troubleshooting methodologies. Contribute to knowledge management by creating and maintaining documentation for e cie query resolution.

Performance Metrics and Reporting: Monitor and track key performance indicators (KPIs) such as resolution time customer satisf scores and issue escalation rates to ensure service level agreements (SLAs) are met or excee Generate regular reports outlining trends insights and recommendations to improve suppor e ciency and e ectiveness.

Monitoring and Analysis: Detect and address potential service interruptions perform root cause analysis and monitor service performance trends to ensure uninterrupted service for customers and partners wor Identify potential service interruptions and anticipate issues before they occur analysing serv performance trends. Set up systemgenerated alarms to detect and prevent partner service interruptions.

Process Improvement and Automation: Identify opportunities for process automation and procedural enhancements to improve e c and service quality. Coordinate minor con guration changes required by customers and monitor speci c transac ows.

Continuous Improvement: Proactively identify opportunities to enhance product functionality support processes and customer experience collaborating with relevant stakeholders to implement improvements. Stay updated with emerging technologies industry trends and best practices.

At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.

Requirements :

What it takes to succeed:

Knowledge Skills & Abilities

• Excellent command of English (both written and spoken).
• Cards and payments industry experience.
• Familiarity with SQL POSTGRESQL and Linux.
• QL Postgres database Linux Cloud experience with or without certi cation.
• Handson experience managing Critical and HighPriority incidents with good Incident management skills
• Nice to have experience in ISO8583.
• Working knowledge of Linux Commands SQL scripts.
• Knowledge of DevOps automation tools is a plus i.e. Jenkins ELK DataDog Terraform etc.
• Strong willingness to learn and the ability to adapt quickly.

Mnimum Qualifications

• Bachelors Degree in Computer Science or Computer Engineering or eqivalent work experience can sometimes be considered in lieu of formal certification

Years of Experience

• 35 years of Application/Product support experience.
• 24x7 support experience.
• Experience with Postman or relevant tools

Remote Work :

Yes

Employment Type :

Independent Contractor