Payments Application Support Engineer (L2/L3)

Role Description Incident Management:

Monitor and resolve issues in payment applications (payment gateways, POS systems, card processing platforms) to ensure minimal downtime and adherence to SLAs.

Technical Support:

Provide L2/L3 support for payment systems, handling transaction failures, connectivity issues, and integrations with card networks (Visa, Mastercard, Amex), acquirers, and issuers.

Payment Card Cycle Support:

Troubleshoot and support end-to-end payment transaction processes, including authorization, clearing, settlement, and reconciliation for credit and debit cards.

Disputes & Chargebacks:

Investigate and resolve disputes, manage chargeback processes, and ensure compliance with card network rules.

Fraud Management:

Monitor transaction patterns using fraud detection tools and support fraud prevention measures such as tokenization, 3D Secure, and risk scoring systems.

System Maintenance:

Perform system updates, patches, and configurations while ensuring security, PCI DSS compliance, and optimal performance.

Troubleshooting:

Analyze logs, debug issues, and conduct root cause analysis for payment workflows, including

ISO 8583

messaging, EMV transactions, and fraud alerts.

Collaboration:

Work closely with development, QA, infrastructure, and fraud teams to resolve issues, deploy fixes, and enhance system performance.

Customer Support:

Communicate with internal teams and external clients (merchants, banks) to resolve payment, dispute, and fraud-related queries efficiently.

Monitoring & Reporting:

Use tools such as Splunk or Dynatrace to monitor transaction success rates, system health, and fraud trends; generate stakeholder reports.

Documentation:

Maintain detailed records of incidents, resolutions, dispute cases, and configurations for compliance and knowledge sharing.

Process Improvement:

Identify opportunities to optimize payment processes, reduce chargebacks, and improve fraud detection through automation and enhancements.

Compliance & Security:

Ensure adherence to industry standards such as PCI DSS, EMV, PSD2, and GDPR while safeguarding cardholder data. Required Skills & Qualifications 6-8+ years of application support experience, with at least 5+ years in the payment domain (credit/debit card processing, disputes, fraud management). Strong troubleshooting experience with applications built on Java, .NET, or Python. Proficiency in SQL/Oracle for querying transaction and dispute data. Hands-on experience with APIs, web services (REST/SOAP), and middleware technologies (Kafka, RabbitMQ). In-depth knowledge of payment protocols such as ISO 8583 and SWIFT, along with EMV standards. Strong understanding of the payment lifecycle: authorization, clearing, settlement, and reconciliation. Expertise in card processing, including acquirer and issuer workflows and card network operations. Experience managing disputes, chargebacks, and card network compliance requirements. Familiarity with regulatory standards such as PCI DSS, PSD2, and GDPR. Strong analytical, communication, and problem-solving skills with the ability to work in high-pressure environments. Experience with ITSM tools (ServiceNow, Jira), monitoring tools, and fraud analytics platforms. Exposure to cloud platforms (AWS, Azure, Google Cloud Platform) and containerization technologies (Docker, Kubernetes). Knowledge of fintech trends such as mobile payments and blockchain-based systems. Scripting experience (Bash, PowerShell) for automation of payment, dispute, or fraud workflows.