Senior Technical Support Specialist

About Us:

We are a leading Payment Solutions Provider company, providing cutting-edge payment gateway solutions to businesses across various industries. We are committed to delivering seamless, secure, and reliable payment experiences for our clients and end-users. As we continue to grow, we are looking for a detail-oriented and skilled
Payment Gateway Technical Support Specialist

to join our team.

Position Overview:

The
Payment Gateway Technical Support Specialist

will be responsible for providing advanced technical support for our payment gateway services. The ideal candidate will have a deep understanding of payment processing systems, technical troubleshooting, log analysis, and the ability to resolve complex payment-related issues quickly and efficiently. This role requires strong analytical skills, an understanding of PSP (Payment Service Provider) responses, and the ability to interact with both technical and non-technical teams.

Key Responsibilities:

• Technical Troubleshooting:

• Investigate and resolve complex technical issues related to payment gateway integrations, PSP communication, transaction failures, and system errors.

• Log & Error Analysis:

• Review and interpret logs and responses from PSPs and internal systems. Identify root causes, document findings, and propose solutions.

• Address Client Inquiries:

• Respond to client inquiries related to payment issues, API behavior, error codes, integration challenges, and general technical concerns. Provide clear, professional, and timely explanations tailored to the client's technical level.

• Payment Gateway Integration Support:

• Assist clients and internal teams with integration issues, including troubleshooting API requests, webhook notifications, and configuration settings.

• Error Code Diagnosis & Documentation:

• Interpret PSP and system error codes, providing actionable guidance. Maintain and update documentation for known issues, troubleshooting steps, and solutions.

• Cross-Team Collaboration:

• Work closely with development, operations, and QA teams to escalate issues, share insights, and contribute to system stability and improvements.

• Client Communication & Escalation Management:

• Communicate complex technical findings in a clear, client-friendly manner. Manage escalated support cases through resolution and follow-up.

• Knowledge Base Contribution:

• Create and maintain internal and external documentation, FAQs, and troubleshooting guides to improve support efficiency.

• Continuous Learning:

• Stay updated with payment industry best practices, PSP updates, regulatory changes, and new payment technologies.

Experience:

• 3+ years of technical support or troubleshooting experience in a payment gateway, fintech, or related industry.
• Solid understanding of payment processing, PSP integrations, and payment transaction flows (authorization, capture, settlement, etc.).
• Experience analyzing payment logs and error codes from PSPs
• Familiarity with various payment protocols (e.g., RESTful APIs, XML, JSON, SOAP) and the ability to troubleshoot API-related issues.

Technical Skills:

• Proficiency in log analysis and error code interpretation.
• Knowledge of payment security standards such as PCI-DSS, 3D Secure, and tokenization.
• Familiarity with debugging tools and network troubleshooting.
• Familiarity with troubleshooting payment processing failures across different payment methods (credit cards, ACH, wallets, etc.).

Soft Skills:

• Strong problem-solving and analytical abilities.
• Excellent written and verbal communication skills, with the ability to communicate complex technical issues clearly.
• Strong attention to detail and the ability to work under pressure while maintaining high-quality standards.
• Ability to work collaboratively in a cross-functional team environment.

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work with cutting-edge payment technology and innovation.
• A collaborative and dynamic work environment.
• Ongoing professional development and training opportunities.