Job Title: Support Analyst – Tier 2 (Payments / Production Support)
Job Summary
We are seeking a highly skilled
Support Analyst (Tier 2)
with strong expertise in
Java-based applications, payment processing systems, and production support
. The ideal candidate will work closely with clients and cross-functional teams to troubleshoot, analyse, and resolve complex production issues in payment environments, ensuring high system availability and customer satisfaction.
Key Responsibilities
Technical Support & Troubleshooting
Provide
Tier 2 technical support
for payment applications and systems, handling complex issues escalated from Tier 1 support.
Analyse application logs, APIs, and system behaviour to identify and resolve defects, performance issues, and transaction failures.
Perform
root cause analysis (RCA)
for production incidents and implement fixes or coordinate with development teams for permanent resolution.
Monitor production environments using tools such as
Splunk
, dashboards, and alerting systems to proactively identify issues.
Application & API Support
Read, understand, and troubleshoot
Java-based applications and APIs
.
Analyse API requests/responses, error codes, and integration issues between payment systems, terminals, and third-party services.
Basic working knowledge of
Python
or other programming languages is an added advantage for scripting, automation, or log analysis.
Payment Systems & Terminals
Provide technical support for
payment processing terminals, SDKs, and systems
, including Android-based POS solutions.
Experience with
WizardPOS
, Android terminals, or similar payment devices is a strong plus.
Support terminal configuration, onboarding, transaction issues, and connectivity problems using
Terminal Management Systems (TMS)
such as Charge Anywhere.
Payment Domain Expertise
Demonstrate strong understanding of the
payments domain
, including:
Card Present (CP) and Card Not Present (CNP) transactions
End-to-end
transaction lifecycle
(authorization, capture, settlement, refunds, chargebacks)
Common payment errors, declines, and reconciliation issues
Work closely with internal teams and payment partners to resolve transaction-level issues efficiently.
Client Interaction & Stakeholder Management
Work
directly with clients
to understand issues, gather technical details, and provide clear updates and resolutions.
Act as a technical point of contact during incidents, ensuring professional communication and timely follow-ups.
Collaborate with development, infrastructure, QA, and third-party vendors for issue resolution.
Tools & Technologies
Use
Jira
for incident tracking, defect management, and coordination with engineering teams.
Work with cloud platforms such as
AWS and Azure
for application support, monitoring, and troubleshooting.
Support databases and backend systems by quickly learning schemas, data flows, and system dependencies.
Production Support & Monitoring
Monitor live systems, investigate alerts, and take immediate action to minimize downtime.
Document incidents, RCA findings, and preventive measures to improve system stability.
Work Schedule
Must be willing to work in the
Mountain Time Zone (MT)
and support business-critical operations during those hours.
Required Skills & Qualifications
Strong hands-on experience with
Java
and ability to read and understand APIs.
Experience in
Tier 2 technical support
or production support roles.
Solid knowledge of
payment processing systems and payment domain concepts
.
Experience supporting
POS terminals, SDKs, and Android-based payment devices
.
Hands-on experience with
Splunk, Jira, AWS, and Azure
.
Proven experience in
production issue analysis, RCA, and bug fixes
.
Excellent communication skills with the ability to work directly with clients.
Nice to Have
Knowledge of
Python
or scripting languages for automation or diagnostics.
Experience with
Charge Anywhere TMS
or similar terminal management platforms.
Prior experience supporting high-volume, real-time transaction systems.
