Provide first- and second-level technical support for PayWay customers, ensuring rapid incident qualification, resolution of standard technical issues, monitoring of the platform, and proper escalation of complex incidents to L3.

• L1 Support
• Receive, register, categorize, and prioritize customer incidents and service requests.
• Perform initial diagnosis and collect all required technical information.
• Monitor PayWay services, applications, interfaces, databases, and infrastructure components.
• Perform standard operational checks and first-level troubleshooting.
• Execute documented operational procedures and standard corrective actions.
• Follow up incidents until resolution and communicate regularly with customers.
• Maintain incident and intervention records.
• L2 Support
• Perform advanced technical analysis of incidents.
• Analyze application and system logs.
• Investigate transaction processing issues and interface failures.
• Perform database-level investigations.
• Troubleshoot application servers, services, network connectivity, and interfaces.
• Analyze transaction flows and payment transaction lifecycle.
• Apply validated configuration changes and corrective procedures.
• Reproduce incidents in test environments where required.
• Coordinate with banks, processors, hardware providers, and other third parties.
• Escalate product defects or complex incidents to PayLogic L3 with complete technical information.
• Participate in deployment of patches and validated fixes.

• Linux/Unix administration fundamentals.
• SQL and relational databases, preferably Oracle.
• Application servers: Tomcat.
• TCP/IP networking fundamentals.
• Log analysis and technical troubleshooting.
• REST/SOAP APIs and web services.
• Basic scripting knowledge using Shell, Python, or equivalent.
• Understanding of payment transaction processing.
• Knowledge of ISO 8583 is highly desirable.
• Knowledge of ATM, POS, card issuing/acquiring, payment switches, or payment gateways is an advantage.

• Bachelor's or Engineering degree in IT, Computer Science, Software Engineering, Networks, or equivalent.
• 2–4 years of experience in technical or application support.
• Previous experience in banking, payment systems, fintech, or transaction processing is strongly preferred.

• Strong troubleshooting and analytical capabilities.
• Customer-oriented mindset.
• Ability to work under operational pressure.
• Structured incident management.
• Good written technical documentation.
• Good English communication skills.
• Ability to participate in an on-call or 24x7 support organization when required.