Support Analyst

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.