Technical Support Engineer (Backend Payment processing) at Sutherland

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, 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) (If trainable) and external tools (e.g., Postman, ELK, Soap). Develop and present data-driven insights that inform decision-making, product improvements, and customer service enhancements. Quality & Process Improvement Contribute to the refinement and documentation of internal processes, procedures, and best practices to continuously improve service quality. Lead or support projects aimed at platform enhancements, new feature rollouts, or client solutions. Feed documentation improvements into technical writing teams to ensure clarity and accuracy. 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.