Product Operations
Job Description
Responsibilities
- Provide timely and effective support for merchants facing technical issues related to platform usage, APIs, payment processing/failure, or other technical aspects.
- Diagnose and debug problems across various products to deliver actionable solutions for merchants.
- Collaborate with Product Managers and engineering teams to resolve complex technical issues and escalate critical problems as needed.
- Create and maintain knowledge base articles, SOPs, FAQs, and troubleshooting guides to address common merchant technical and integration issues.
- Work closely with product, engineering, and development teams to communicate merchant feedback and escalate recurring technical problems or product bugs.
- Willing to cover night, weekends, and public holidays shift (if necessary).
- Background in engineering
- Excellent written and verbal communication skills in English.
- Strong critical thinking and structured problem-solving abilities.
- Basic knowledge of SQL and/or database management for querying logs and transaction data.
- Familiarity with payment gateway industry, APIs, Metabase, Kibana, Grafana is a plus.
More Info
Key Skills
About Company
Skills:
JIRA, Sql, Basic Programming, Agile workflows
Skills:
google sheets , Sql, Microsoft Excel, Jira, Metabase
Skills:
Excel, Sql
Skills:
Sql, Excel