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).
Requirements
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.
