Product Support Engineer
We're looking for a Product Support Engineer to join the team responsible for our Card Technology platforms. The role is about keeping card-related systems, integrations, and transaction flows running reliably in production - investigating incidents, finding root causes, and turning recurring problems into permanent fixes.
By reducing time-to-fix in production, you'll let the development team focus on delivering new features and long-term improvements instead of firefighting ad-hoc incidents.
Key responsibilities:
- Support and stabilize production card technology services and integrations
- Investigate incidents, recurring issues, and defects related to card systems and transaction processing
- Perform system analysis of bugs, failures, and operational issues across the card technology landscape
- Evaluate and improve incident, problem, change management processes for card-related services
- Participate in release and change planning when production fixes or mitigations are required
- Provide issue resolution through configuration changes, database updates, endpoint testing/calls, and operational workarounds where appropriate
- Analyze payment and card transaction flows end-to-end to identify root causes and failure points
- Coordinate with development teams, support teams, infrastructure teams, vendors, processors, and external partners to drive sustainable resolution
- Maintain clear issue documentation, RCA materials, runbooks, and operational knowledge base
- Assess issue impact, urgency, and business priority for card-related incidents
- Monitor service health and identify improvement opportunities in alerting, observability, and support processes
- Support production readiness and operational handover for new card-related features and integrations
Requirements:
- Strong analytical and problem-solving skills and mindset
- Experience with ITSM tools
- Familiarity with ITIL or equivalent ITSM frameworks
- Good communication and facilitation skills for working across teams
- Incident and Root Cause Analysis experience via:
- log storage and analysis systems
- monitoring and IT observability platforms
- technical documentation
- Data analysis & SQL basics
- Understanding of APIs and integrations
- English level B2 or higher
Card Technology / Domain Knowledge:
- Understanding of card processing ecosystem and card transaction lifecycle
- Familiarity with card-related systems such as: authorization, clearing and settlement, card lifecycle management, transaction switching, fraud/risk controls, reconciliation, dispute/chargeback-related flows
- Understanding of payment message and integration concepts
- Familiarity with card schemes, processors, sponsor banks, or payment vendors is a strong advantage
- Understanding of common card transaction issues such as declines, routing failures, timeout issues, duplicate processing, balance mismatches, and posting issues
