Technical Support Engineer — Alternative Payment Methods (APM)

This role serves as the top-tier technical expert for merchants, Product and Engineering teams, and external payment partners. It focuses on complex incident resolution, root-cause analysis, monitoring, operational improvements, APM integration support, and high-volume payment reliability.

Responsibilities

• Serve as the highest escalation point for critical APM-related issues.
• Troubleshoot complex transaction failures, including authorization declines, settlement discrepancies, callback issues, and routing problems.
• Analyze system anomalies using logging and monitoring tools.
• Coordinate incident resolution with Engineering and DevOps.
• Lead emergency response during major outages.
• Conduct post-incident root-cause analysis and present findings.
• Develop and maintain APM monitoring dashboards, alerts, and health checks.
• Analyze payment success rates, latency, and drop-off rates.
• Provide technical consultation to merchants integrating APMs.
• Review API specifications, payloads, webhooks, and authentication mechanisms.
• Support integration testing and APM certification.
• Drive automation and tooling improvements to reduce recurring incidents.
• Create runbooks, troubleshooting guides, and operational documentation.
• Serve as the APM subject matter expert across internal teams.
• Act as the primary technical contact for APM providers and acquirers.
• Manage escalations and partner SLAs.
• Validate the impact of provider updates and API changes.

Requirements

• Deep understanding of payment processing workflows, APM models, and related regional regulations.
• Experience with REST APIs, webhooks, JSON, and authentication protocols.
• Proficiency with Datadog, Grafana, Kibana, ELK Stack, or Splunk.
• Strong SQL proficiency for transactional data analysis.
• Ability to read and debug Python, Node.js, or Java code.
• Familiarity with microservices, AWS or GCP, and CI/CD pipelines is a plus.
• AI-driven mindset and curiosity about emerging AI technologies.
• Hands-on experience using AI tools to improve productivity or system performance.
• 4–7+ years of experience in senior technical support, payments engineering, or integration engineering.
• Experience in a high-volume PSP, fintech, or banking environment is strongly preferred.
• Experience supporting global payment methods and high-traffic systems.
• Strong problem-solving, analytical, communication, incident-management, and ownership skills.