Application Support Engineer

Key Responsibilities Technical Support Provide Level 1 (L1) support for payment gateway-related issues. Troubleshoot transaction failures, payment declines, settlement discrepancies, and integration-related concerns. Respond to support tickets, emails, and calls within defined SLAs. Escalate complex issues to Level 2 (L2), engineering, or payment partners when required. Incident Management Monitor payment systems and transaction processing platforms. Identify, log, track, and resolve payment-related incidents. Maintain incident records and provide regular status updates to stakeholders. Participate in major incident management and post-incident reviews. Merchant & Customer Support Assist merchants with payment gateway onboarding and basic technical queries. Support merchants in testing payment integrations and troubleshooting API-related issues. Guide users through payment processing and settlement inquiries. Transaction Monitoring Monitor transaction success rates and identify unusual...