Payments Application Support Engineer (L2L3)

Role Description

• Incident Management: Monitor and resolve issues in payment applications (payment gateways POS systems card processing platforms) to ensure minimal downtime and adherence to SLAs.
• Technical Support: Provide L2/L3 support for payment systems handling transaction failures connectivity issues and integrations with card networks (Visa Mastercard Amex) acquirers and issuers.
• Payment Card Cycle Support: Troubleshoot and support end-to-end payment transaction processes including authorization clearing settlement and reconciliation for credit and debit cards.
• Disputes & Chargebacks: Investigate and resolve disputes manage chargeback processes and ensure compliance with card network rules.
• Fraud Management: Monitor transaction patterns using fraud detection tools and support fraud prevention measures such as tokenization 3D Secure and risk scoring systems.
• System Maintenance: Perform system updates patches and configurations while ensuring security PCI DSS compliance and optimal performance.
• Troubleshooting: Analyze logs debug issues and conduct root cause analysis for payment workflows including ISO 8583 messaging EMV transactions and fraud alerts.
• Collaboration: Work closely with development QA infrastructure and fraud teams to resolve issues deploy fixes and enhance system performance.
• Customer Support: Communicate with internal teams and external clients (merchants banks) to resolve payment dispute and fraud-related queries efficiently.
• Monitoring & Reporting: Use tools such as Splunk or Dynatrace to monitor transaction success rates system health and fraud trends; generate stakeholder reports.
• Documentation: Maintain detailed records of incidents resolutions dispute cases and configurations for compliance and knowledge sharing.
• Process Improvement: Identify opportunities to optimize payment processes reduce chargebacks and improve fraud detection through automation and enhancements.
• Compliance & Security: Ensure adherence to industry standards such as PCI DSS EMV PSD2 and GDPR while safeguarding cardholder data.

Required Skills & Qualifications

• 6-8 years of application support experience with at least 5 years in the payment domain (credit/debit card processing disputes fraud management).
• Strong troubleshooting experience with applications built on or Python.
• Proficiency in SQL/Oracle for querying transaction and dispute data.
• Hands-on experience with APIs web services (REST/SOAP) and middleware technologies (Kafka RabbitMQ).
• In-depth knowledge of payment protocols such as ISO 8583 and SWIFT along with EMV standards.
• Strong understanding of the payment lifecycle: authorization clearing settlement and reconciliation.
• Expertise in card processing including acquirer and issuer workflows and card network operations.
• Experience managing disputes chargebacks and card network compliance requirements.
• Familiarity with regulatory standards such as PCI DSS PSD2 and GDPR.
• Strong analytical communication and problem-solving skills with the ability to work in high-pressure environments.
• Experience with ITSM tools (ServiceNow Jira) monitoring tools and fraud analytics platforms.
• Exposure to cloud platforms (AWS Azure GCP) and containerization technologies (Docker Kubernetes).
• Knowledge of fintech trends such as mobile payments and blockchain-based systems.
• Scripting experience (Bash PowerShell) for automation of payment dispute or fraud workflows.