Customer Support Engineer

About the role

Paymentology is seeking a Customer Support Engineer to join its growing support function. You will help maintain platform stability and deliver high‑quality experiences for banks and fintech customers across a global payments network.

Key responsibilities

• Monitor alerts, queues and systems to ensure platform stability.
• Handle customer tickets and incidents in line with SLAs.
• Troubleshoot non‑trivial issues using logs, metrics, databases and system tools.
• Identify root causes and contribute to long‑term fixes.
• Participate in incident management for low to medium severity incidents and support senior engineers during high‑severity events.
• Communicate with clients throughout incidents, providing clear updates.
• Identify repetitive manual tasks and propose automation, including AI‑driven solutions.
• Maintain and improve runbooks, documentation and troubleshooting guides.

Required profile

• Curious and analytical mindset with a desire to understand complex systems.
• Ability to work reliably on operational tasks while developing problem‑solving independence.
• Strong communication skills to translate technical findings into business‑relevant language.

Required skills

• Working knowledge of SQL.
• Experience with PostgreSQL.
• Proficiency in Linux environments.