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