Tier 2 Support Technician - Remote

Overview

The Tier 2 Support Technician plays a key role in ensuring the stability and reliability of the company’s payment gateway and payment marketing products. This role focuses on resolving complex technical issues that go beyond the capabilities of Tier 1 support while maintaining high service levels and efficiency.

In Short

• Provide technical support for complex issues, including troubleshooting payment transactions, system integrations, and API behaviors.
• Use MySQL and other databases to query and analyze system data.
• Investigate logs, error messages, and system stack traces to diagnose and resolve software-related issues.
• Handle Tier 1 escalations, ensuring proper documentation and resolution.
• Support and enhance internal monitoring tools and processes.
• Work closely with Engineering, QA, and Product teams to implement fixes.
• Maintain and improve technical documentation and knowledge bases.
• Identify emerging trends in technical issues and implement preventive measures.
• Assist in the training and upskilling of Tier 1 support staff.
• Ensure all issues are handled within SLA timelines.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 2 years of experience in a technical support role.
• Proficiency in SQL for querying databases.
• Basic programming or scripting knowledge (Java, Python, or Bash preferred).
• Familiarity with monitoring and logging tools.
• Strong understanding of web applications, APIs, and cloud computing architectures.
• Knowledge of e-commerce payment processing systems is a plus.
• Flexibility in working hours for global support needs.

Benefits

• Opportunity to work with a global team.
• Engagement with leading brands in the payment solutions industry.
• Professional development and training opportunities.
• Diverse and inclusive workplace culture.
• Flexible working hours.