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 an...