Customer Support Engineer

🔥 20 minutes ago

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Paymentology

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

💳 Fintech

☁️ SaaS

🏦 Banking

💰 Seed on 2016-02

Fintech • SaaS • Banking

Paymentology is a payments technology company that provides an issuing and processing platform (Lume) enabling banks, fintechs, digital banks, telcos, remittance providers, governments and other organisations to launch, manage and scale card programmes. The platform supports issuing debit, prepaid, credit, hybrid, virtual, numberless cards, multi-currency and crypto/stablecoin-linked cards, tokenization, BIN sponsoring, card processing, fraud control and 3DS. Paymentology positions itself as a partner for fintechs, neobanks, banks, telcos, remitters, lenders, travel and crypto players, emphasizing real-time data, global multi-currency capabilities, and programme management, plus client portal and data intelligence.

📋 Description

• 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 • 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 • 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 • 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 • 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 • 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

• 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

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities