Paymentology: Service Delivery Engineer (L2) – Fintech

Headquarters: London – Dubai – Johannesburg


Paymentology is creating a “Follow the Sun” approach to our Global Support Services in response to the company’s global growth and product expansion. 

We are searching for L2 Support Engineers situated in the Americas to ensure that our clients receive outstanding service around the clock and that incoming queries/incidents are resolved quickly. 
 What you get to do:

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

 What it takes to succeed:

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.

We are looking for bilingual English & Spanish speakers.
What you can look forward to:
At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. As values are important to us, you can look forward to working alongside fellow Paymentologists, who share these values. You’ll be part of a team that is passionate about making a difference on a global scale.

We focus on building strong, diverse teams built from different backgrounds,  experiences & identities. 

To apply:

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