Paymentology : Service Delivery Engineer (L2) - Fintech Paymentology is creating a "Follow the Sun" approach to our Global Support Services in response to the company's global growth and product expansion.
We are searching for L2 Support Engineers situated in the Americas to ensure that our clients receive outstanding service around the clock and that incoming queries / incidents are resolved quickly.
What you get to do : Provide technical and business-related knowledge to the L1 team to help resolve customer queries, this includes knowledge management (documentation)Detect possible service interruptions to our partners and anticipate potential problemsRoot cause analysis (mature problem, configuration, change mgmt.
process)Analyze service performance trendsEscalate to appropriate group a detailed issue tracking (ticket), status update to logger (requester)Process automation capabilities & detect possible procedural improvementsResolve customer queries that have been forwarded by the Level 1 teamTake ownership by coordinating the feedback to the customer where analysis is required from other implementation and development departmentsPerform customer service monitoring value analysisCarry out specific research for technical queries both internal and externalCoordinate minor configuration changes that must be performed by customersMonitoring of specific transactional flowsParticipate in monitoring of internal operational processesCreation of system generated alarms to anticipate potential partner service interruptionsWhat it takes to succeed : Bachelor's Degree in Computer Science or Computer Engineering and / or equivalent working experience.
5 plus years of Application / Product support experiencePassion to engage in solving customer issues and helping them succeedA developed approach to troubleshooting customer and technical issuesDemonstrated success in creative problem solving, finding viable alternative solutions to keep the customers issues resolvedAbility to manage and prioritize daily tasks based on business impact, maintaining focus on service level agreementsTeam player skills to collaborate inside and outside the organization to achieve team and product successOpen-mindedness, willingness to learn, and ability to fail fast to keep progress moving forwardExperience with Postman or relevant toolsExcellent verbal and written communication skills in English to ensure customer issues and resolutions are understood, translated and documented accuratelyGood Understanding of ISO messages, payment schemes, VISA and MasterCardWorking knowledge of Linux Commands, SQL scripts.
Knowledge on DevOps automation tools is a plus i.e. Jenkins, ELK, DataDog, Terraform etc.We are looking for bilingual English & Spanish speakers.
What you can look forward to : At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate.
As values are important to us, you can look forward to working alongside fellow Paymentologists, who share these values.
Youll be part of a team that is passionate about making a difference on a global scale.We focus on building strong, diverse teams built from different backgrounds, experiences & identities.
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