Payments Application Support Engineer (L2/L3)

Role Description

• Incident Management: Monitor and resolve issues in payment applications (payment gateways, POS systems, card processing platforms) to ensure minimal downtime and adherence to SLAs.
• Technical Support: Provide L2/L3 support for payment systems, handling transaction failures, connectivity issues, and integrations with card networks (Visa, Mastercard, Amex), acquirers, and issuers.
• Payment Card Cycle Support: Troubleshoot and support end-to-end payment transaction processes, including authorization, clearing, settlement, and reconciliation for credit and debit cards.
• Disputes & Chargebacks: Investigate and resolve disputes, manage chargeback processes, and ensure compliance with card network rules.
• Fraud Management: Monitor transaction patterns using fraud detection tools and support fraud prevention measures such as tokenization, 3D Secure, and risk scoring systems.
• System Maintenance: Perform system updates, patches, and configurations while ensuring security, PCI DSS compliance, and optimal performance.
• Troubleshooting: Analyze logs, debug issues, and conduct root cause analysis for payment workflows, including ISO 8583 messaging, EMV transactions, and fraud alerts.
• Collaboration: Work closely with development, QA, infrastructure, and fraud teams to resolve issues, deploy fixes, and enhance system performance.
• Customer Support: Communicate with internal teams and external clients (merchants, banks) to resolve payment, dispute, and fraud-related queries efficiently.
• Monitoring & Reporting: Use tools such as Splunk or Dynatrace to monitor transaction success rates, system health, and fraud trends; generate stakeholder reports.
• Documentation: Maintain detailed records of incidents, resolutions, dispute cases, and configurations for compliance and knowledge sharing.
• Process Improvement: Identify opportunities to optimize payment processes, reduce chargebacks, and improve fraud detection through automation and enhancements.
• Compliance & Security: Ensure adherence to industry standards such as PCI DSS, EMV, PSD2, and GDPR while safeguarding cardholder data.

Required Skills & Qualifications

• 6-8+ years of application support experience, with at least 5+ years in the payment domain (credit/debit card processing, disputes, fraud management).
• Strong troubleshooting experience with applications built on Java, .NET, or Python.
• Proficiency in SQL/Oracle for querying transaction and dispute data.
• Hands-on experience with APIs, web services (REST/SOAP), and middleware technologies (Kafka, RabbitMQ).
• In-depth knowledge of payment protocols such as ISO 8583 and SWIFT, along with EMV standards.
• Strong understanding of the payment lifecycle: authorization, clearing, settlement, and reconciliation.
• Expertise in card processing, including acquirer and issuer workflows and card network operations.
• Experience managing disputes, chargebacks, and card network compliance requirements.
• Familiarity with regulatory standards such as PCI DSS, PSD2, and GDPR.
• Strong analytical, communication, and problem-solving skills with the ability to work in high-pressure environments.
• Experience with ITSM tools (ServiceNow, Jira), monitoring tools, and fraud analytics platforms.
• Exposure to cloud platforms (AWS, Azure, Google Cloud Platform) and containerization technologies (Docker, Kubernetes).
• Knowledge of fintech trends such as mobile payments and blockchain-based systems.
• Scripting experience (Bash, PowerShell) for automation of payment, dispute, or fraud workflows.