Job Description

Cape Town


Join Stanchion Payments as a Senior Payments Support Engineer to troubleshoot Postilion systems and support global clients in the fintech space.



This role functions at a 2nd level application support level and works within the Stanchion support team as a technical engineer to respond to and resolve customer application incidents and maintain communication with the customer during the lifecycle of the incident.


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ROLE RESPONSIBILITIES

Primary contact point for assigned incidents with responsibility for customer interaction, leading troubleshooting conversations and investigations Troubleshoot and resolve reported incidents/questions related to Stanchion's supported products. This can include, but is not limited to: Reviewing software configuration and system implementation details Using tools like SQL Profiler, Network Sniffers and Windows Performance Monitor to analyse issues Creating SQL scripts to query and update the database content Reading / interpreting Java code as part of the investigation Gathering data to test and replicate reported incidents as needed Consult and coordinate with other Stanchion teamspartners to resolve customer incidents within agreed Service Level Agreements (SLAs). Ensure that all incidents are logged and effectively tracked and managed within Stanchion's case tracking system (following agreed processes) and escalated if necessary. Provide root-cause analysis feedback on incidents as needed Identify trends across customer base and feedback observations and assessments Revision of technical documentation and specifications as part of the troubleshooting process and contributing to the Knowledge base Participate in after-hours on-call support for issues on a rotational basis
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WHAT YOU SHOULD HAVE

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Education

3 years+ relevant University or Technicon qualification 3 years+ relevant customer working experience in a production support role within the Payments industry
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Payments application knowledge

Strong understanding of the Payments industry and end-to-end transaction processing Strong ACI Postilion payments platform knowledge and experience ATM and/or eSocket.POS knowledge is advantageous Hands-on experience with payment transaction protocols (ISO 8583, EMV, TCP/IP, SSL, SOAP/REST APIs) HSM knowledge is advantageous
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Operating systems and networking

Microsoft Windows server environments OS command line utilities and scripting Networking, TCP/IP, Knowledge of routers and firewalls Using tools like Windows Performance Monitor
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Databases

Knowledge of SQL Server database administration T-SQL scripting: querying and updating databases Using tools like SQL Profiler
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Hardware

Good knowledge of different hardware platforms/server technologies (e.g. RAID, SANs, etc.). Exposure to 24/7/365 or "99.999%" uptime environments an advantage.
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Environment and communication

Self-starter Methodical approach to work Strong analytical and problem-solving skills Ability to monitor workflows Understanding of Incident management and associated tools Strong written and communication skills are essential
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Development

Development experience is an advantage (Java knowledge in particular).

Interested?

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To apply please send your CV and cover letter to:


careers@stanchionpayments.com

Quote

" Senior Payments Support Engineer "

in the subject line.

Note:

If you don't hear from us within 2 weeks, kindly consider your application as unsuccessful.

Note:

If you don't hear from us within 2 weeks, kindly consider your application as unsuccessful.