Product Support Engineer

Product Support Engineer

We're looking for a Product Support Engineer to join the team responsible for our Card Technology platforms. The role is about keeping card-related systems, integrations, and transaction flows running reliably in production - investigating incidents, finding root causes, and turning recurring problems into permanent fixes. By reducing time-to-fix in production, you'll let the development team focus on delivering new features and long-term improvements instead of firefighting ad-hoc incidents.

Key responsibilities:

• 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

Requirements:

• 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

Card Technology / Domain Knowledge:

• 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