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Posted 7 days ago
Requirements and responsibilities
Responsibilities:
- Take, triage, and resolve technical issues from merchants and PSPs, end to end.
- Understand technical risks and measure business impact.
- Investigate payment-flow problems including API errors, failed or stuck transactions, data inconsistencies, webhook and callback failures, and reconciliation mismatches.
- Reproduce customer issues by building test cases, replaying requests, and isolating faults between the company, the merchant, or the provider.
- Escalate issues to engineering with a diagnosis, logs, a reproduction, and a hypothesis rather than a forwarded complaint.
- Drive provider-side escalations with acquirers, banks, and processors through to resolution.
- Participate in on-call rotations as payments do not keep business hours.
- Communicate with customers directly to gather facts, explain situations, and provide updates on resolution efforts.
Year One Goals:
- Design and own support service levels, including response and resolution targets and the instrumentation to prove compliance.
- Select and implement the support stack, including ticketing, alerting, on-call rotation, and dashboards.
- Build runbooks and a knowledge base to ensure incidents are not diagnosed from scratch twice.
- Close the loop with engineering by turning recurring issues into product fixes and documentation.
- Hire and lead a junior engineer and grow the team as the business expands.
Requirements:
- 4–6 years in technical support, support engineering, or a hands-on customer-facing technical role.
- Experience in payments or fintech, including knowledge of authorisations, settlements, chargebacks, and reconciliation breaks.
- Real API troubleshooting depth, including fluency in REST, HTTP status codes, auth flows, idempotency, webhooks, and retries.
- Ability to distinguish between client, server, and network errors by reading evidence.
- Proficiency in reading TypeScript or Go, writing scripts to reproduce problems, and writing SQL against Postgres.
- Ability to navigate logs, traces, and containerised services to find necessary information.
- Professional proficiency in English and Spanish, both written and spoken.
- Based in Latin America.
- Ability to exercise judgement under pressure, stay calm, and escalate at the right moment.
- Ambition to lead, build a team, and move beyond closing tickets.
Preferred Qualifications:
- Proficiency in Portuguese.
- Experience designing support processes or tooling.
- Exposure to Rust, cloud environments like GCP or AWS, and containerised deployments.
- Experience collaborating with distributed engineering teams.