Advanced Customer Support Engineer

Paymentology is the first truly global issuer-processor, 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, multi-cloud platform, offering both shared and dedicated processing instances, vast global presence and richer, real-time data, set us apart as the leader in payments.

What you get to do::

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, coní 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 cross-functional teams, including engineering and product development, to address critical issues and implement eì ective solutions. Coordinate with other implementation and development teams to analyse and provide feedb customers when required. Facilitate training sessions and oì 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 eì 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 eï 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 eï ciency and eì 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 system-generated alarms to detect and prevent partner service interruptions.

Process Improvement and Automation: Identify opportunities for process automation and procedural enhancements to improve eï c and service quality. Coordinate minor coní guration changes required by customers and monitor specií c transac î 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.

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 certiícation.
• Hands-on experience managing Critical and High-Priority 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

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

Years Of Experience

• 3-5 years of Application/Product support experience.
• 24x7 support experience.
• Experience with Postman or relevant tools
  
  

What you can look forward to::

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.