Technical Support Engineer – Payments

Sutherland
Colombia
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Attention to detail","Time management","Teamwork"]

Proactive Technical Customer Support Specialist focusing on payments, card/transaction processing, and fraud. Acts as a key contact for Thredd clients, analyzes and resolves complex payment issues, performs data-driven insights, and collaborates with cross-functional teams to improve products and processes in a fast-paced environment.

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FursaFursa
Sutherland
Sutherland
3 months ago

Technical Support Engineer – Payments

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Proactive Technical Customer Support Specialist focusing on payments, card/transaction processing, and fraud. Acts as a key contact for Thredd clients, analyzes and resolves complex payment issues, performs data-driven insights, and collaborates with cross-functional teams to improve products and processes in a fast-paced environment.
Location: Colombia
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Be a named point of contact for a group of clients, ensuring their needs are met with high standards of service.
  • •Provide second-level analysis, investigation, and resolution for card/transaction processing, POS, ATMs, and fraud-related requests.
  • •Advocate for clients, representing their requirements within the organization to align on features or enhancements.
  • •Collaborate with internal teams and third parties to address root causes and prevent future issues.
  • •Communicate clearly with technical and non-technical stakeholders, adapting your approach to the audience.

Key Requirements

  • •Advanced English proficiency (B2 or Higher).
  • •Proven track record in technical customer support or client-facing roles, especially in payments, transaction processing, or banking.
  • •Deep understanding of card/transaction processing, fraud prevention (3DS), chargebacks, and payment gateways.
  • •Experience working in a fast-paced environment where timely resolution of issues is critical.
  • •Strong technical knowledge of APIs (SOAP or REST), SQL, XML/JSON, and familiarity with Jira, Confluence, Postman, ELK, etc.
Experience:PaymentsBankingFinancial services
Skills:CommunicationProblem-solvingAttention to detailTime managementTeamwork
Languages:English
Tech Stack:APIsSOAPRESTSQLXMLJSONJiraConfluencePostmanELKExcel

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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