Product Support Engineer

This is a fully remote position, open to applicants in Kazakhstan.

📋 Description

• Assist in the stabilization and support of production card technology services and their integrations.

• Investigate incidents, repetitive issues, and defects associated with card systems and transaction processing.

• Conduct system analyses of bugs, failures, and operational challenges across the card technology landscape.

• Assess and enhance incident, problem, and change management processes for card-related services.

• Engage in release and change planning when production fixes or mitigations are necessary.

• Deliver issue resolution through configuration modifications, database updates, endpoint testing/calls, and operational workarounds when suitable.

• Analyze payment and card transaction flows comprehensively to pinpoint root causes and failure points.

• Collaborate with development teams, support teams, infrastructure teams, vendors, processors, and external partners to ensure sustainable resolutions.

• Maintain comprehensive issue documentation, root cause analysis materials, runbooks, and an operational knowledge base.

• Evaluate the impact, urgency, and business priority of card-related incidents.

• Monitor service health and identify opportunities for improvement in alerting, observability, and support processes.

• Aid in production readiness and operational handover for new card-related features and integrations.

⛳️ Requirements

• Strong analytical and problem-solving abilities and a proactive mindset.

• Proficiency with ITSM tools.

• Familiarity with ITIL or equivalent ITSM frameworks.

• Excellent communication and facilitation skills for cross-team collaboration.

• Experience in Incident and Root Cause Analysis through:

• log storage and analysis systems.

• monitoring and IT observability platforms.

• technical documentation.

• Basic data analysis and SQL skills.

• Understanding of APIs and integrations.

• Proficient in English at a B2 level or higher.

• Familiarity with the card processing ecosystem and the lifecycle of card transactions.

• Knowledge of card-related systems such as authorization, clearing and settlement, card lifecycle management, transaction switching, fraud/risk controls, reconciliation, and dispute/chargeback-related flows.

• Understanding of payment message and integration concepts.

• Familiarity with card schemes, processors, sponsor banks, or payment vendors is a considerable advantage.

• Knowledge of common card transaction issues including declines, routing failures, timeout issues, duplicate processing, balance mismatches, and posting issues.

🏝️ Benefits

• Competitive salary.

• Remote work policy.

• Flexible working hours.