Customer Support Engineer

Paymentology

14d

About The Position

At Paymentology , we’re redefining what’s possible in the payments space. As the first truly global issuer-processor, we give banks and fintechs the technology and talent to launch and manage Mastercard and Visa cards at scale — across more than 60 countries. Our advanced, multi-cloud platform delivers real-time data, unmatched scalability, and the flexibility of shared or dedicated processing instances. It's this global reach and innovation that sets us apart. Technical Expertise: Provide technical and business knowledge to handle customer queries. Actively collaborating with the Incident Management Team, ensuring swift resolution of service interruptions for global customers and partners. Analyse and diagnose technical issues to resolve problems promptly. Customer Support: Communicate and engage with customers in a professional and empathetic manner, understand their technical challenges and provide solutions. Conduct sessions or workshops for customers to enhance their understanding of product and troubleshooting. Collaboration: Collaborate with cross-functional teams, including account managers, engineering and product teams. Be part of the upskilling program across departments. Process Improvement and Automation: Create and maintain detailed documentation, including troubleshooting guides, best practice knowledge base articles, to assist customers and internal teams in resolving issues effectively. Identify opportunities for process automation. Participate in enhancement of product functionality, support processes, and customer experience. Work Schedule: Work within a 24/7 follow-the-sun support model, covering daytime shifts. Participate in the weekend rotation as part of a global support team. At Paymentology , it’s not just about building great payment technology, it’s about building a company where people feel they belong and their work matters. You’ll be part of a diverse, global team that’s genuinely committed to making a positive impact through what we do. Whether you’re working across time zones or getting involved in initiatives that support local communities, you’ll find real purpose in your work — and the freedom to grow in a supportive, forward-thinking environment.

Requirements

Experience in technical support.
Cards and payments industry experience.
Excellent English (both written and spoken).
Working knowledge of Linux Commands, SQL scripts.
Experience handling incidents.
Strong willingness to learn and the ability to adapt quickly
Bachelor's Degree in Computer Science or Computer Engineering or equivalent work experience can sometimes be considered in lieu of formal certification.
3-5 years of Application/Product support experience.

Nice To Haves

Experience with POSTGRES DB.
Experience in ISO8583, transaction flow, 3DS, digitisation.
Experience with Cloud technologies.
Spanish or Portuguese.

Responsibilities

Provide technical and business knowledge to handle customer queries.
Actively collaborating with the Incident Management Team, ensuring swift resolution of service interruptions for global customers and partners.
Analyse and diagnose technical issues to resolve problems promptly.
Communicate and engage with customers in a professional and empathetic manner, understand their technical challenges and provide solutions.
Conduct sessions or workshops for customers to enhance their understanding of product and troubleshooting.
Collaborate with cross-functional teams, including account managers, engineering and product teams.
Be part of the upskilling program across departments.
Create and maintain detailed documentation, including troubleshooting guides, best practice knowledge base articles, to assist customers and internal teams in resolving issues effectively.
Identify opportunities for process automation.
Participate in enhancement of product functionality, support processes, and customer experience.
Work within a 24/7 follow-the-sun support model, covering daytime shifts.
Participate in the weekend rotation as part of a global support team.