Customer Support Engineer

Paymentology

3d

About The Position

Paymentology is seeking a Customer Support Engineer to join their support function. This role is crucial for maintaining platform stability and delivering high-quality customer experiences. The position is designed for individuals who can reliably execute operational tasks and develop into independent problem solvers. As routine support activities are automated, the focus will be on handling non-trivial issues, improving processes, and contributing to a more efficient support environment. This is an opportunity for curious, analytical individuals to grow into an advanced technical support role within a global fintech company.

Requirements

• Working knowledge of SQL and PostgreSQL, Linux and command line environments, APIs and tools such as Postman, AWS, logging tools such as DataDog, and modern AI tools.
• Ability to analyse logs, metrics, and system behaviour to diagnose issues effectively.
• Strong structured troubleshooting approach with the ability to work through incomplete or ambiguous information.
• Excellent analytical thinking and attention to detail.
• Strong written and spoken English with the ability to communicate clearly to both technical and non-technical audiences.
• 2–4 years of experience in technical support, application support, NOC, or similar roles.
• Experience working in a shift-based or 24/7 support environment preferred.
• Experience in banking, fintech, or card processing environments.

Nice To Haves

• Familiarity with payments or card processing standards such as ISO8583.
• Experience with monitoring tools such as Datadog, ELK, or similar platforms.
• Exposure to scripting or automation concepts.
• Bachelor’s degree in a relevant field such as Computer Science, Information Technology, Engineering, or similar.

Responsibilities

• Monitor alerts, queues, and systems to ensure platform stability.
• Handle customer tickets and incidents in line with SLAs.
• Execute standard procedures while ensuring accuracy and consistency in ticket handling.
• Troubleshoot issues beyond documented procedures using logs, metrics, databases, and system tools.
• Identify root causes for recurring or unclear issues and contribute to long-term fixes.
• Escalate effectively with structured analysis and supporting data.
• Leverage AI tools to enhance troubleshooting and reduce repetitive work.
• Participate in incident management for low to medium severity issues.
• Support senior engineers during high-severity incidents through investigation and diagnostics.
• Improve time-to-resolution through effective triage and contextual analysis.
• Manage client communication throughout incidents and provide clear updates.
• Assist with post-incident reporting, lessons learned, and remediation efforts.
• Identify repetitive manual tasks and recommend automation opportunities.
• Improve runbooks, documentation, and troubleshooting guides.
• Contribute to operational efficiency and tooling enhancements, including AI-driven solutions.
• Communicate clearly and professionally with customers.
• Provide timely updates and translate technical findings into business-relevant language.
• Take ownership of issues through to resolution or proper handover.
• Build a strong understanding of systems, transaction flows, and support tools.
• Develop troubleshooting capabilities across both application and infrastructure layers.
• Progress toward independently handling complex technical issues.

Benefits

• Opportunity to contribute to meaningful work.
• Collaborate across markets and functions.
• Help shape the future of a business with global reach and real impact.
• Part of a diverse, global team of Paymentologists.
• Equal opportunity employer committed to fostering a diverse and inclusive workplace.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level