Technical Support Executive (L1 / L2) PayOn

Job Title: Technical Support Executive (L1 / L2)

Role Summary:

We are seeking a motivated and detail-oriented Technical Support Executive to provide operational and application support for business-critical systems, including payment processing (PayON) and fraud management (ReD Shield) platforms.

This role involves incident handling, end-to-end troubleshooting, ticket lifecycle management, and customer communication. Depending on experience, candidates will operate at L1 or L2 levels, with increasing ownership of complex issues, root cause analysis, and cross-team coordination.

Key Responsibilities

• Act as the primary point of contact for technical incidents and service requests
• Manage tickets end-to-end, ensuring SLA adherence, proper prioritization, and accurate documentation
• Perform application, system, and transaction-level troubleshooting across payment and fraud platforms
• Analyze logs, APIs, and transaction flows to investigate and isolate root causes
• Identify failure points across the payment lifecycle (PayON, acquirer/network, issuer)
• Monitor production systems and proactively identify anomalies or performance issues
• Handle production incidents, including high-priority (P1/P2) cases, with clear and timely updates
• Collaborate with Engineering, Product, Network, and Infrastructure teams to resolve issues
• Escalate issues appropriately with well-structured analysis and supporting evidence
• Contribute to knowledge management by creating and updating runbooks, KB articles, and troubleshooting guides
• Identify opportunities for automation and process improvement
• Communicate clearly and professionally with customers and internal stakeholders

L2-Specific Expectations (for experienced candidates)

• Own and manage complex incidents independently with minimal supervision
• Perform detailed root cause analysis across distributed systems
• Determine escalation boundaries and avoid unnecessary L3/Product involvement
• Provide technical guidance to junior analysts (L1/L1.5)
• Drive improvements in incident handling, documentation, and operational processes

Required Skills & Competencies

• Strong troubleshooting skills in application and production support environments
• Solid understanding of incident management and ticket lifecycle (end-to-end ownership)
• Knowledge of payment transaction lifecycle (merchant → gateway → acquirer → issuer)
• Ability to analyze logs, system behavior, and transaction data to diagnose issues
• SQL/database knowledge for data validation and investigation
• Understanding of APIs (REST/SOAP) and system integrations
• Familiarity with network fundamentals (connectivity, latency, failures)
• Experience with monitoring and observability tools (e.g., Splunk, Grafana, Dynatrace, AppDynamics)
• Understanding of ITIL practices (incident, problem, and change management)
• Strong analytical thinking and structured problem-solving skills
• Excellent written and verbal communication skills
• Experience with PayON or other payment gateway platforms
• Experience with fraud management systems (e.g., ReD Shield or similar)

Preferred Skills (Nice to Have)

• Exposure to scripting or automation (Python, Shell, or similar)
• Familiarity with cloud platforms and modern distributed architectures
• Experience using AI-based tools (e.g., Copilot, ChatGPT) to support troubleshooting

Experience & Qualifications

• Bachelor’s degree in IT, Computer Science, or related field
• 2–5 years of experience in application support / production support roles
• Experience supporting payment systems, banking platforms, or financial applications preferred
• Experience handling customer-facing incidents and production outages
• Comfortable working in a 24x7 support environment
• Oncall required
• Shift work required

Role Progression & Training

• Initial focus on PayON platform support
• Structured cross-training into ReD Shield (fraud management) platform
• Opportunity to grow into Advanced Analyst and SME roles with increasing technical and leadership responsibilities