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

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
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.

Product Support Engineer

Key skills