L2 Application Support Engineer - Paymentology | New Day Jobs (Yangon, Myanmar)

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Remote (Asia Time Zone Permitted)

L2 Application Support Engineer

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L2 Application Support Engineer

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Job Type : Full-Time
Education Requirement : Bachelor Degree
Skills :
Experience : 3 to 5 years
Work Days : Monday To Friday
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Job Detail

Paymentology is a global payments enabler.

We think everyone should have access to user-friendly payment services – and so our goal is to make connecting easy, by making simple, safe payments happen for people around the globe. We plug telcos, fintech, banks and any closed-loop wallet into the Mastercard and Visa network, instantly enabling card association functionality – without requiring any card issuing experience or security investment. Making payments easy for our clients means we’re always pushing the boundaries of developing unique simple solutions to complicated processing problems.

Paymentology offers cutting edge products in the NFC, virtual card, MDES and MasterPass environments. We're MasterCard and Visa's premier processor for mobile companion cards across Africa, the Middle East, Asia and Latin America – and also the world’s first and only prepaid processor of mobile companion cards for telcos and mobile wallets. In South Africa, we’re the leading prepaid provider, powering gift cards at the majority of shopping malls and retailers, as well as insurance cards, payroll cards, and the largest loyalty card program in the country.

We concentrate mainly on emerging markets because we’re passionate about creating better opportunities for people outside of the mainstream financial ecosystem. As we grow transactions for our partners, we also drastically change people’s wellbeing.

The Role

Paymentology is creating a "Follow the Sun" approach to our Global Support Services in response to the company's global growth and product expansion.

We are searching for L2 Support Engineers situated in South East Asia to ensure that our clients receive outstanding service around the clock and that incoming queries/incidents are resolved quickly.

The position will have conventional day hours of 8 a.m. to 4 p.m. or 9 a.m. to 5 p.m. and will be FULLY REMOTE.

What You Get To Do

  • Provide technical and business-related knowledge to the L1 team to help resolve customer queries, this includes knowledge management (documentation)
  • Detect possible service interruptions to our partners and anticipate potential problems
  • Root cause analysis (mature problem, configuration, change mgmt., process)
  • Analyze service performance trends
  • Escalate to appropriate group a detailed issue tracking (ticket), status update to logger (requester)
  • Process automation capabilities & detect possible procedural improvements
  • Resolve customer queries that have been forwarded by the Level 1 team
  • Take ownership by coordinating the feedback to the customer where analysis is required from other implementation and development departments
  • Perform customer service monitoring value analysis
  • Carry out specific research for technical queries both internal and external
  • Coordinate minor configuration changes that must be performed by customers
  • Monitoring of specific transactional flows
  • Participate in monitoring of internal operational processes
  • Creation of system generated alarms to anticipate potential partner service interruptions

Ideal Profile

What It Takes To Succeed

  • Bachelor's Degree in Computer Science or Computer Engineering and/or equivalent working experience.
  • 5 plus years of Application/Product support experience
  • Passion to engage in solving customer issues and helping them succeed
  • A developed approach to troubleshooting customer and technical issues
  • Demonstrated success in creative problem solving, finding viable alternative solutions to keep the customer’s issues resolved
  • Ability to manage and prioritize daily tasks based on business impact, maintaining focus on service level agreements
  • Team player skills to collaborate inside and outside the organization to achieve team and product success
  • Open-mindedness, willingness to learn, and ability to fail fast to keep progress moving forward
  • Experience with Postman or relevant tools
  • Excellent verbal and written communication skills in English – to ensure customer issues and resolutions are understood, translated and documented accurately
  • Good Understanding of ISO 8583 messages, payment schemes, VISA and MasterCard
  • Working knowledge of Linux Commands, SQL scripts.
  • Knowledge on DevOps automation tools is a plus i.e. Jenkins, ELK, DataDog, Terraform etc.

What's on Offer?

  • An award-winning global Fintech Company
  • Healthy work-life balance
  • Attractive salary & benefits

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