Technical Operations Support Engineer

Hiring: Technical Operations Support Engineer

Location: Remote / Flexible

About the Role

We are seeking a highly skilled Technical Operations Support Engineer to join our growing team. We need a FinTech technical professional who can bridge the gap between our technology platform and our merchants' needs. This role is critical to ensuring seamless operations and exceptional support for both external merchants and internal teams.

Key Responsibilities

Technical Support & Merchant Success

• Provide advanced technical support via email, ticketing systems, and Slack
• Troubleshoot complex payment processing and integration issues
• Support merchant meetings alongside Sales to address technical requirements
• Collaborate with banks and payment gateways to resolve transaction issues
• Deliver clear, actionable solutions for API integrations and operational challenges

Internal Collaboration

• Act as the technical advisor for Sales, Engineering, Product, and Operations
• Escalate and coordinate systemic issues with Engineering
• Document solutions and contribute to internal knowledge bases

Operations & Monitoring

• Investigate payment issues using SQL queries and log analysis
• Monitor system performance and proactively identify risks
• Debug API integrations and guide merchants during implementation
• Participate in a 24/7 on-call rotation schedule

Knowledge Sharing

• Create technical documentation and troubleshooting guides
• Train team members on support processes and payment operations
• Share insights with Product & Engineering to enhance platform performance

Requirements

Technical Skills

• Strong knowledge of payment processing, card networks, payouts, and digital payments
• Proficiency in SQL for transaction analysis and troubleshooting
• Experience with API integrations (REST, webhooks)
• Debugging and log analysis experience

Professional Skills

• Excellent communication skills (technical & non-technical audiences)
• Strong analytical and problem-solving mindset
• Ability to work independently in a fast-paced environment
• Flexibility to work in a 24/7 rotational schedule

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• 2+ years of experience in FinTech or payment operations
• Familiarity with KYC/KYB and regulatory compliance
• Experience with Freshdesk or similar ticketing tools
• Knowledge of monitoring tools (Datadog, New Relic, Splunk)
• Understanding of PCI-DSS and security best practices
• Basic scripting knowledge (Ruby, Python, JavaScript)