DevOps Engineer III

Support Engineer

Experience in technical support / support engineering / developer support (payments or API products preferred).

Hands-on experience with Jira (ticket lifecycle, workflows, reporting/basic dashboards).

Ability to code/debug in Java and/or Python.

Understanding of payment domain basics and transaction lifecycle.

Strong API troubleshooting skills (REST/JSON), familiarity with Postman/cURL, and log analysis.

Strong written and verbal communication; customer-first mindset with patience and empathy.

Genuine interest in AI technology and willingness to adopt AI-assisted workflows.

Experience supporting sandbox/test environments for fintech/payment platforms.

Knowledge of webhooks, OAuth/API keys, fundamentals, and basic networking.

Familiarity with SQL, Linux command line, and cloud logging/monitoring tools.

Exposure to PCI/security concepts in payments is a plus.

Role Summary: We are hiring a Support Engineer to support the sandbox environment, track and resolve issues, and help customers/developers troubleshoot payment integrations at one of the largest FinTech companies. This role requires strong problem-solving skills, patience with customers, hands-on experience with Jira, and the ability to use Java and/or Python for debugging, tooling, and sample code. A strong interest and passion for AI technology is required.

Key Responsibilities:

Own day-to-day support for sandbox environment issues: triage, reproduce, investigate, resolve, or escalate to engineering.

Track, prioritize, and document issues in Jira, including clear reproduction steps, logs, screenshots, impact, and resolution notes.

Troubleshoot payment flows and API integrations (e.g., authorization/capture, refunds, webhooks, idempotency, error code analysis).

Communicate with customers patiently and clearly, guiding them step-by-step through debugging and best practices.

Use Java/Python to reproduce customer issues, write small scripts/tools for investigation and automation, and create sample integration code/internal utilities.

Collaborate with Engineering/QA/Product to validate fixes and improve sandbox stability and developer experience.

Maintain and improve documentation (FAQs, known issues, troubleshooting guides).

Actively explore and apply AI tools to improve support efficiency (ticket summarization, knowledge base drafting, faster troubleshooting).