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