Technical Support Engineer — Alternative Payment Methods (APM)

Skills

About the Role

You will act as the top-tier technical expert for merchants, internal Product and Engineering teams, and external payment partners. You will resolve complex incidents, drive deep root-cause analysis, lead operational improvements, and help guarantee seamless, high-volume transaction processing for all supported alternative payment methods. You will use logging and monitoring tools to diagnose anomalies quickly, coordinate with Engineering and DevOps on mitigation, and lead emergency response during major outages. You will build and maintain monitoring dashboards and alerts, analyze KPIs such as success rates and latency, and proactively flag processing issues before they escalate. You will provide senior-level technical consultation to merchants integrating APMs, review API specs, payloads, webhooks and authentication mechanisms, and support integration testing and certification. You will propose automation and tooling to reduce recurring incidents, maintain runbooks and documentation, and serve as the technical subject matter expert across Product, Engineering, Compliance and Partner Management teams. You will also act as the primary technical point of contact with APM providers and acquirers, managing SLAs and validating the impact of provider updates on the merchant base.

Requirements

• Deep hands-on understanding of payment processing workflows specifically APM models and related regional payment regulations
• Proven experience with REST APIs webhooks JSON and authentication protocols
• Proficiency with enterprise-grade monitoring and logging systems (Datadog Grafana Kibana ELK Stack Splunk)
• Strong proficiency in SQL for complex transactional data analysis
• Ability to read and debug code snippets (e.g. Python Node.js Java)
• Familiarity with microservices architecture cloud environments (AWS/GCP) and CI/CD pipelines is a plus
• Strong AI-driven mindset and curiosity about emerging AI technologies
• Hands-on experience using AI tools to enhance productivity or system performance
• 4–7+ years in a senior technical support payments engineering or integration engineering role
• Prior experience within a high-volume PSP fintech or banking environment strongly preferred
• Experience supporting global payment methods and managing high-traffic systems

Responsibilities

• Serve as the highest escalation point for critical APM-related issues across production and sandbox environments
• Conduct in-depth troubleshooting of complex transaction failures including authorization declines settlement discrepancies callback issues and routing problems
• Perform real-time analysis using logging and monitoring tools to diagnose system anomalies and errors
• Coordinate incident resolution efforts with Engineering and DevOps
• Lead emergency response protocols during major outages impacting APM transaction flows
• Execute deep-dive post-incident root cause analysis and present findings to Product and Engineering teams
• Develop maintain and optimize monitoring dashboards alerts and system health checks specific to APMs
• Analyze key performance indicators such as success rates latency and drop-off rates
• Drive proactive detection initiatives to flag merchant-level or provider-level processing issues
• Provide senior-level technical consultation to merchants integrating various APMs
• Review and validate API specifications payload structures webhook configurations and authentication mechanisms
• Assist with integration test scenarios and required APM certification processes
• Propose and drive solution implementations to reduce recurring incidents and operational friction
• Create and maintain documentation including runbooks troubleshooting guides and standard operational procedures
• Serve as the technical APM subject matter expert for Product Engineering Compliance and Partner Management teams
• Provide support insights that influence product backlog prioritization and roadmap decisions
• Act as the primary technical point of contact with APM providers and acquirers
• Manage and escalate persistent technical issues ensuring adherence to partner SLAs
• Validate the impact of provider updates maintenance schedules and API changes on the merchant base