Technical Operations Support Engineer

As a Technical Operations Support Engineer at our company, you will play a crucial role in ensuring seamless operations and exceptional support for both external merchants and internal teams.

• *Key Responsibilities:**
• 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
• 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
• 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
• Create technical documentation and troubleshooting guides
• Train team members on support processes and payment operations
• Share insights with Product & Engineering to enhance platform performance
• *Qualifications Required:**
• *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:**
• Bachelors 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) As a Technical Operations Support Engineer at our company, you will play a crucial role in ensuring seamless operations and exceptional support for both external merchants and internal teams.
• *Key Responsibilities:**
• 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
• 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
• 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
• Create technical documentation and troubleshooting guides
• Train team members on support processes and payment operations
• Share insights with Product & Engineering to enhance platform performance
• *Qualifications Required:**
• *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:**
• Bachelors 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)