Job Requirements
Job benefits
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Remote work options
Thanks to technology, we no longer have to be physically present at the office to be productive. Joining our company allows you to work anywhere without place-constraint.
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Vacation & Leaves
Feel a need for a short break from work? our company is quite flexible when it comes to leaves; be it for vacation, sick, personal, or mental health days. Simply discuss what you need and we will try to cater to those.
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Professional Development
Every employee is an invaluable asset to any team; that's why we want to help you grow. Level up your skills and expertise through our professional co-development programs with notable organizations. We will cover the cost.
Job description for Remote Service Delivery Engineer (L2 Application Support - Payments Domain) at Paymentology
- Provide technical and business-related knowledge to the L1 team to help resolve customer queries, this includes knowledge management (documentation)
- Detect possible service interruptions to our partners and anticipate potential problems
- Root cause analysis (mature problem, configuration, change mgmt., process)
- Analyze service performance trends
- Escalate to appropriate group a detailed issue tracking (ticket), status update to logger (requester)
- Process automation capabilities & detect possible procedural improvements
- Resolve customer queries that have been forwarded by the Level 1 team
- Take ownership by coordinating the feedback to the customer where analysis is required from other implementation and development departments
- Perform customer service monitoring value analysis
- Carry out specific research for technical queries both internal and external
- Coordinate minor configuration changes that must be performed by customers
- Monitoring of specific transactional flows
- Participate in monitoring of internal operational processes
- Creation of system generated alarms to anticipate potential partner service interruptions
- Bachelor's Degree in Computer Science or Computer Engineering and/or equivalent working experience
- 5 plus years of Application/Product support experience
- Passion to engage in solving customer issues and helping them succeed
- A developed approach to troubleshooting customer and technical issues
- Demonstrated success in creative problem solving, finding viable alternative solutions to keep the customer’s issues resolved
- Ability to manage and prioritize daily tasks based on business impact, maintaining focus on service level agreements
- Team player skills to collaborate inside and outside the organization to achieve team and product success
- Open-mindedness, willingness to learn, and ability to fail fast to keep progress moving forward
- Experience with Postman or relevant tools
- Excellent verbal and written communication skills in English – to ensure customer issues and resolutions are understood, translated and documented accurately
- Good Understanding of ISO 8583 messages, payment schemes, VISA and MasterCard
- Working knowledge of Linux Commands, SQL scripts.
- Knowledge on DevOps automation tools is a plus i.e. Jenkins, ELK, DataDog, Terraform etc.
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