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 patterns.

Investigate failed, pending, reversed, or duplicate transactions.

Coordinate with banks, payment processors, and gateway providers to resolve transaction issues.

Documentation & Reporting

Maintain knowledge base articles, troubleshooting guides, and support documentation.

Prepare daily, weekly, and monthly support reports.

Track recurring issues and recommend process improvements.

Compliance & Security

Follow security policies and data protection procedures.

Handle sensitive payment information in accordance with company and regulatory requirements.

Support compliance activities related to payment operations.

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, Electronics, Commerce, or related field.

13 years of experience in technical support, payment operations, helpdesk support, or fintech environments.

Freshers with strong technical aptitude and payment system knowledge may also be considered.

Required Skills

Basic understanding of payment gateways, UPI, credit/debit cards, net banking, and digital wallets.

Knowledge of APIs, REST services, and payment transaction flows.

Familiarity with ticketing systems such as Jira, ServiceNow, Zendesk, or similar tools.

Basic SQL/database query knowledge is preferred.

Strong troubleshooting and problem-solving skills.

Good communication and customer service abilities.

Ability to work in rotational shifts and manage multiple priorities.

Preferred Skills

Experience supporting payment gateway platforms.

Understanding of payment reconciliation and settlement processes.

Knowledge of payment security standards and fraud monitoring concepts.

Exposure to log analysis and monitoring tools.

Key Performance Indicators (KPIs)

Ticket resolution time (TAT)

First response time

First-call/contact resolution rate

SLA compliance

Incident closure rate

Customer/merchant satisfaction score

Escalation accuracy

System uptime support effectiveness