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)