Senior Technical Support Specialist

About Us:We are a leading Payment Solutions Provider company, providing cutting-edge payment gateway solutions to businesses across various industries. We are committed to delivering seamless, secure, and reliable payment experiences for our clients and end-users. As we continue to grow, we are looking for a detail-oriented and skilled Payment Gateway Technical Support Specialist to join our team.Position Overview:The Payment Gateway Technical Support Specialist will be responsible for providing advanced technical support for our payment gateway services. The ideal candidate will have a deep understanding of payment processing systems, technical troubleshooting, log analysis, and the ability to resolve complex payment-related issues quickly and efficiently. This role requires strong analytical skills, an understanding of PSP (Payment Service Provider) responses, and the ability to interact with both technical and non-technical teams.Key Responsibilities: Technical Troubleshooting: Investigate and resolve complex technical issues related to payment gateway integrations, PSP communication, transaction failures, and system errors.Log & Error Analysis: Review and interpret logs and responses from PSPs and internal systems. Identify root causes, document findings, and propose solutions.Address Client Inquiries: Respond to client inquiries related to payment issues, API behavior, error codes, integration challenges, and general technical concerns. Provide clear, professional, and timely explanations tailored to the client’s technical level.Payment Gateway Integration Support: Assist clients and internal teams with integration issues, including troubleshooting API requests, webhook notifications, and configuration settings.Error Code Diagnosis & Documentation: Interpret PSP and system error codes, providing actionable guidance. Maintain and update documentation for known issues, troubleshooting steps, and solutions.Cross-Team Collaboration: Work closely with development, operations, and QA teams to escalate issues, share insights, and contribute to system stability and improvements.Client Communication & Escalation Management: Communicate complex technical findings in a clear, client-friendly manner. Manage escalated support cases through resolution and follow-up.Knowledge Base Contribution: Create and maintain internal and external documentation, FAQs, and troubleshooting guides to improve support efficiency.Continuous Learning: Stay updated with payment industry best practices, PSP updates, regulatory changes, and new payment technologies.Experience:3+ years of technical support or troubleshooting experience in a payment gateway, fintech, or related industry.Solid understanding of payment processing, PSP integrations, and payment transaction flows (authorization, capture, settlement, etc.).Experience analyzing payment logs and error codes from PSPsFamiliarity with various payment protocols (e.g., RESTful APIs, XML, JSON, SOAP) and the ability to troubleshoot API-related issues.Technical Skills:Proficiency in log analysis and error code interpretation.Knowledge of payment security standards such as PCI-DSS, 3D Secure, and tokenization.Familiarity with debugging tools and network troubleshooting.Familiarity with troubleshooting payment processing failures across different payment methods (credit cards, ACH, wallets, etc.).Soft Skills:Strong problem-solving and analytical abilities.Excellent written and verbal communication skills, with the ability to communicate complex technical issues clearly.Strong attention to detail and the ability to work under pressure while maintaining high-quality standards.Ability to work collaboratively in a cross-functional team environment.What We Offer:Competitive salary and benefits package.Opportunity to work with cutting-edge payment technology and innovation.A collaborative and dynamic work environment.Ongoing professional development and training opportunities.