Support Analyst

Job Title: Support Analyst – Tier 2 (Payments / Production Support) Job Summary We are seeking a highly skilled

Support Analyst (Tier 2)

with strong expertise in

Java-based applications, payment processing systems, and production support . The ideal candidate will work closely with clients and cross-functional teams to troubleshoot, analyse, and resolve complex production issues in payment environments, ensuring high system availability and customer satisfaction.

Key Responsibilities Technical Support & Troubleshooting Provide

Tier 2 technical support

for payment applications and systems, handling complex issues escalated from Tier 1 support. Analyse application logs, APIs, and system behaviour to identify and resolve defects, performance issues, and transaction failures. Perform

root cause analysis (RCA)

for production incidents and implement fixes or coordinate with development teams for permanent resolution. Monitor production environments using tools such as

Splunk , dashboards, and alerting systems to proactively identify issues.

Application & API Support Read, understand, and troubleshoot

Java-based applications and APIs . Analyse API requests/responses, error codes, and integration issues between payment systems, terminals, and third-party services. Basic working knowledge of

Python

or other programming languages is an added advantage for scripting, automation, or log analysis.

Payment Systems & Terminals Provide technical support for

payment processing terminals, SDKs, and systems , including Android-based POS solutions. Experience with

WizardPOS , Android terminals, or similar payment devices is a strong plus. Support terminal configuration, onboarding, transaction issues, and connectivity problems using

Terminal Management Systems (TMS)

such as Charge Anywhere.

Payment Domain Expertise Demonstrate strong understanding of the

payments domain , including: Card Present (CP) and Card Not Present (CNP) transactions End-to-end

transaction lifecycle

(authorization, capture, settlement, refunds, chargebacks) Common payment errors, declines, and reconciliation issues Work closely with internal teams and payment partners to resolve transaction-level issues efficiently.

Client Interaction & Stakeholder Management Work

directly with clients

to understand issues, gather technical details, and provide clear updates and resolutions. Act as a technical point of contact during incidents, ensuring professional communication and timely follow-ups. Collaborate with development, infrastructure, QA, and third-party vendors for issue resolution.

Tools & Technologies Use

Jira

for incident tracking, defect management, and coordination with engineering teams. Work with cloud platforms such as

AWS and Azure

for application support, monitoring, and troubleshooting. Support databases and backend systems by quickly learning schemas, data flows, and system dependencies.

Production Support & Monitoring Monitor live systems, investigate alerts, and take immediate action to minimize downtime. Document incidents, RCA findings, and preventive measures to improve system stability.

Work Schedule Must be willing to work in the

Mountain Time Zone (MT)

and support business-critical operations during those hours.

Required Skills & Qualifications Strong hands-on experience with

Java

and ability to read and understand APIs. Experience in

Tier 2 technical support

or production support roles. Solid knowledge of

payment processing systems and payment domain concepts . Experience supporting

POS terminals, SDKs, and Android-based payment devices . Hands-on experience with

Splunk, Jira, AWS, and Azure . Proven experience in

production issue analysis, RCA, and bug fixes . Excellent communication skills with the ability to work directly with clients.

Nice to Have Knowledge of

Python

or scripting languages for automation or diagnostics. Experience with

Charge Anywhere TMS

or similar terminal management platforms. Prior experience supporting high-volume, real-time transaction systems.