Description
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 a network of regional hubs. It's this global reach and innovation that sets us apart.
We’re looking for a Customer Support Engineer to join our growing support function and play a key role in maintaining platform stability and delivering high-quality customer experiences. This role is designed for individuals who can execute operational tasks reliably while developing into independent problem solvers. As we continue to automate routine support activities, you will focus on handling non-trivial issues, improving processes, and contributing to a smarter, more efficient support environment.
If you’re curious, analytical, and motivated to understand systems beyond surface-level procedures, this is your opportunity to grow into an advanced technical support role within a global fintech environment.
What you get to do:
Operational Support
- 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
Problem Investigation & Resolution
- 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
Incident Support
- 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
Continuous Improvement & Automation
- 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
Customer Communication
- 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
Learning & Growth
- 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
Requirements
What it takes to succeed:
- 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
- This role operates within a follow-the-sun support model, including weekend daytime shifts.
Nice to have:
- 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
What you can look forward to:
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.
