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Job Title: Support Analyst – Tier 2 (Payments / Production Support)
Job Summary
We are seeking a highly skilled Support Analyst (Tier 2) with strong expertise in Java-based applications, payment processing systems, and production support. The ideal candidate will work closely with clients and cross-functional teams to troubleshoot, analyse, and resolve complex production issues in payment environments, ensuring high system availability and customer satisfaction.
Key Responsibilities
Technical Support & Troubleshooting
- Provide Tier 2 technical support for payment applications and systems, handling complex issues escalated from Tier 1 support.
- Analyse application logs, APIs, and system behaviour to identify and resolve defects, performance issues, and transaction failures.
- Perform root cause analysis (RCA) for production incidents and implement fixes or coordinate with development teams for permanent resolution.
- Monitor production environments using tools such as Splunk, dashboards, and alerting systems to proactively identify issues.
Application & API Support
- Read, understand, and troubleshoot Java-based applications and APIs.
- Analyse API requests/responses, error codes, and integration issues between payment systems, terminals, and third-party services.
- Basic working knowledge of Python or other programming languages is an added advantage for scripting, automation, or log analysis.
Payment Systems & Terminals
- Provide technical support for payment processing terminals, SDKs, and systems, including Android-based POS solutions.
- Experience with WizardPOS, Android terminals, or similar payment devices is a strong plus.
- Support terminal configuration, onboarding, transaction issues, and connectivity problems using Terminal Management Systems (TMS) such as Charge Anywhere.
Payment Domain Expertise
- Demonstrate strong understanding of the payments domain, including:
- Card Present (CP) and Card Not Present (CNP) transactions
- End-to-end transaction lifecycle (authorization, capture, settlement, refunds, chargebacks)
- Common payment errors, declines, and reconciliation issues
- Work closely with internal teams and payment partners to resolve transaction-level issues efficiently.
Client Interaction & Stakeholder Management
- Work directly with clients to understand issues, gather technical details, and provide clear updates and resolutions.
- Act as a technical point of contact during incidents, ensuring professional communication and timely follow-ups.
- Collaborate with development, infrastructure, QA, and third-party vendors for issue resolution.
Tools & Technologies
- Use Jira for incident tracking, defect management, and coordination with engineering teams.
- Work with cloud platforms such as AWS and Azure for application support, monitoring, and troubleshooting.
- Support databases and backend systems by quickly learning schemas, data flows, and system dependencies.
Production Support & Monitoring
- Monitor live systems, investigate alerts, and take immediate action to minimize downtime.
- Document incidents, RCA findings, and preventive measures to improve system stability.
Work Schedule
- Must be willing to work in the Mountain Time Zone (MT) and support business-critical operations during those hours.
Required Skills & Qualifications
- Strong hands-on experience with Java and ability to read and understand APIs.
- Experience in Tier 2 technical support or production support roles.
- Solid knowledge of payment processing systems and payment domain concepts.
- Experience supporting POS terminals, SDKs, and Android-based payment devices.
- Hands-on experience with Splunk, Jira, AWS, and Azure.
- Proven experience in production issue analysis, RCA, and bug fixes.
- Excellent communication skills with the ability to work directly with clients.
Nice to Have
- Knowledge of Python or scripting languages for automation or diagnostics.
- Experience with Charge Anywhere TMS or similar terminal management platforms.
- Prior experience supporting high-volume, real-time transaction systems.
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