Product Support Engineer

We're looking for a Product Support Engineer to join the team responsible for our Card Technology platforms. The role is about keeping card-related systems, integrations, and transaction flows running reliably in production - investigating incidents, finding root causes, and turning recurring problems into permanent fixes.

By reducing time-to-fix in production, you'll let the development team focus on delivering new features and long-term improvements instead of firefighting ad-hoc incidents.

Key responsibilities: Support and stabilize production card technology services and integrations

Investigate incidents, recurring issues, and defects related to card systems and transaction processing

Perform system analysis of bugs, failures, and operational issues across the card technology landscape

Evaluate and improve incident, problem, change management processes for card-related services

Participate in release and change planning when production fixes or mitigations are required

Provide issue resolution through configuration changes, database updates, endpoint testing/calls, and operational workarounds where appropriate

Analyze payment and card transaction flows end-to-end to identify root causes and failure points

Coordinate with development teams, support teams, infrastructure teams, vendors, processors, and external partners to drive sustainable resolution

Maintain clear issue documentation, RCA materials, runbooks, and operational knowledge base

Assess issue impact, urgency, and business priority for card-related incidents

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

Support production readiness and operational handover for new card-related features and integrations

Requirements: Strong analytical and problem-solving skills and mindset

Experience with ITSM tools

Familiarity with ITIL or equivalent ITSM frameworks

Good communication and facilitation skills for working across teams

Incident and Root Cause Analysis experience via:
log storage and analysis systems

monitoring and IT observability platforms

technical documentation

Data analysis & SQL basics

Understanding of APIs and integrations

English level B2 or higher

Card Technology / Domain Knowledge:
Understanding of card processing ecosystem and card transaction lifecycle

Familiarity with card-related systems such as: authorization, clearing and settlement, card lifecycle management, transaction switching, fraud/risk controls, reconciliation, dispute/chargeback-related flows

Understanding of payment message and integration concepts

Familiarity with card schemes, processors, sponsor banks, or payment vendors is a strong advantage

Understanding of common card transaction issues such as declines, routing failures, timeout issues, duplicate processing, balance mismatches, and posting issues