Remote Payments 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 50 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.

The role of the Remote Payments Support Engineer is to help the support team resolve the more technically challenging queries whilst also enabling the more junior members to achieve these outcomes themselves. We have an amazing Global Customer Support team ensuring that our enterprise customers around the globe receive world-class service of the highest level, and now we need you

Tasks

We are looking for an enthusiastic, disciplined and dedicated individual who has a passion for working in the world of technology and mobile payments.
- Provide technical solutions and help resolve customer queries to the L1 team to help resolve customer queries, this includes knowledge management (documentation)
- Detect possible service interruptions to our partners and anticipate potential problems
- Incident management and root cause analysis
- Analyze service performance trends
- Escalate to the appropriate group a detailed issue tracking (ticket), status update to logger (requester)
- Process automation capabilities & detect possible procedural improvements
- Do follow-ups on the customer’s feedback
- Perform customer service monitoring value analysis
- Monitoring of specific transactional flows
- Participate in monitoring of internal operational processes
- Creation of system-generated alarms to anticipate potential partner service interruptions

The role is diverse especially as you'll be working with global clients and partners across multiple continents. In order to achieve this, you'll first need to become familiar with transaction processing concepts. Agents receive and give training to colleagues across departments on a regular basis, thus you will be receiving extensive support.

**Requirements**:
**What it takes to succeed**:
You will enjoy working in a dynamic fast paced environment where you are ready to step outside your comfort zone from time to time. We believe there is no failure, there are only opportunities to embrace and learn from new experiences as we move forward. This role will bring a high level of accountability and you will thrive under pressure.

You will wear multiple hats on any given day, and you will know when to roll up your sleeves and get your hands dirty and know when to pull back and educate and enable the L1 support team to do the job just as you would do.
- Bachelor's Degree in Computer Science or Computer Engineering and/or equivalent working experience
- 5 plus years of Application/Product support experience
- Good Understanding of ISO 8583 messages, payment schemes, VISA and MasterCard
- Passion to engage in solving customer issues and helping them succeed
- A developed approach to troubleshooting customer and technical issues
- Demonstrated success in creative problem solving, finding viable alternative solutions to keep the customer’s issues resolved
- Ability to manage and prioritize daily tasks based on business impact, maintaining focus on service level agreements
- Team player skills to collaborate inside and outside the organization to achieve team and product success
- You have a Player/Coach mindset
- Open-mindedness, willingness to learn, and ability to fail fast to keep progress moving forward
- Experience with Postman or relevant tools
- Excellent verbal and written communication skills in English - to ensure customer issues and resolutions are understood, translated and documented accurately
- Working knowledge of Linux Commands, SQL scripts, Java
- Knowledge on DevOps automation tools is a plus i.e. Jenkins, ELK, DataDog, Terraform etc.

**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.