Technical Support Engineer – Payments

Company Description:

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 39 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description:

Overview

We are looking for a proactive and detail-oriented Technical Customer Support Specialist to join our team. The ideal candidate will have a solid background in payments, transaction processing, and customer service, with a passion for payments. In this role, you will be the key point of contact for both internal teams and clients internal teams and clients, providing timely, effective solutions to technical issues, driving customer satisfaction, and contributing to process improvements.

Key Responsibilities

Customer/Client Centricity

• Be a named point of contact and take ownership of service for a group of Thredd clients, ensuring their needs are met with high standards of service.
• Provide second-level analysis, investigation, and resolution for customer service requests related to card/transaction processing, electronic Point of Sale (POS), ATMs, and fraud.
• Advocate for clients, representing their requirements and needs within the organization to ensure alignment on new features or enhancements.
• Work closely with internal teams (Customer Care, Tech, and Product) and third parties to address root causes of issues and prevent future occurrences.
• Ensure clear, timely communication with both technical and non-technical stakeholders, adapting your approach based on the audience.

Problem-Solving & Incident Management

• Resolve technical issues related to transaction processing, including fraud, chargebacks, 3DS, and other payment systems.
• Follow and adhere to incident management procedures, ensuring appropriate escalation, investigation, and communication.

Data & Reporting

• Provide analysis on card/transaction data, leveraging in-house systems (e.g., SC, EHI, WS, Jira) and external tools (e.g., Postman, ELK, Soap).
• Develop and present data-driven insights that inform decision-making, product improvements, and customer service enhancements.

Leadership & Team Collaboration

• Build strong relationships across departments (e.g., IMPS, AM, AS, Product) to foster teamwork and ensure alignment on goals.
• Support team learning and development, sharing knowledge and best practices.
• Manage personal performance and goals to drive continuous improvement and ensure successful project outcomes.

Qualifications:

Required Experience:

• Advanced English proficiency (B2 or Higher)
• A proven track record of successful technical customer support or client-facing roles, especially in payments, transaction processing, or banking.
• Deep understanding of transaction systems (card, POS, ATM), fraud prevention (3DS), chargebacks, and payment gateways.
• Experience working in a fast-paced environment where client service and quick resolution of issues are critical.
• Strong technical knowledge of APIs (Soap or REST), SQL, XML/JSON, and familiarity with Jira, Confluence, Postman, ELK, etc.
• Exceptional problem-solving skills with an ability to make sound decisions based on good judgement.
• Experience in data analysis and reporting using tools like Excel or similar.

Desirable Experience:

• Familiarity with MasterCard/Visa processing, platform functionality, and the impact of regulatory and scheme changes.
• Exposure to fraud systems, 3DS, and other payment security tools.
• Experience working in B2B and/or operational support roles, specifically within payments or technology sectors.

Core Skills:

• Exceptional oral and written communication skills in English, with the ability to adapt language for diverse audiences.
• Ability to perform effectively both independently and as part of a team.
• Strong attention to detail and a methodical approach to problem-solving.
• Time management skills with a strong sense of urgency and the ability to prioritise workloads effectively.