Position: Payment Aggregator Support Engineer
Location: Lusaka, Zambia
Contract: Permanent
Probationary Period: 3 Months
Submissions: [email protected]

We are seeking a skilled and customer-focused Payment Aggregator Support Engineer to join our team. In this role, you will provide technical support and expertise for our payment aggregation platform, ensuring seamless integration, troubleshooting issues, and delivering exceptional service to our clients. You will collaborate closely with internal teams, merchants, and third-party payment providers to ensure efficient transaction processing and resolution of any technical challenges.

Key Responsibilities

Technical Support

• Act as the primary point of contact for technical support requests from merchants, partners, and internal teams.
• Troubleshoot and resolve technical issues related to payment gateway integration, API functionality, and transaction processing.
• Provide timely and effective resolutions to escalated support tickets while maintaining high customer satisfaction.

Integration Assistance

• Assist merchants and developers with onboarding and integrating payment aggregator APIs and SDKs into their systems.
• Conduct API testing, validate integrations, and ensure compliance with platform requirements.
• Provide documentation, technical guidance, and best practices for seamless implementation.

Monitoring and Maintenance

• Monitor transaction flow, platform performance, and system alerts to identify potential issues.
• Collaborate with the engineering team to investigate and resolve system bugs, outages, or anomalies.
• Ensure all platform updates and maintenance activities are communicated effectively to stakeholders.

Collaboration and Improvement

• Work closely with product, engineering, and customer success teams to enhance platform functionality and user experience.
• Document recurring issues and develop solutions to improve platform reliability and support efficiency.
• Provide feedback to development teams regarding client challenges and suggest feature enhancements.

Compliance and Security

• Ensure payment processes comply with industry standards, such as PCI-DSS and local regulatory requirements.
• Assist in identifying and mitigating risks related to fraud, chargebacks, or payment disputes.

Qualifications

Education and Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 2-4 years of experience in a technical support, integration, or development role, preferably in the payment or fintech industry.

Technical Skills

• Strong knowledge of RESTful APIs, JSON, and HTTP protocols.
• Experience with programming languages such as Python, Java, or PHP (basic scripting or debugging).
• Familiarity with payment processing, gateways, and related technologies.
• Proficiency in using monitoring and logging tools (e.g., Splunk, Datadog).

Soft Skills

• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a commitment to providing exceptional service.

Preferred Qualifications

• Experience with payment aggregator platforms.
• Knowledge of security standards and compliance frameworks (PCI-DSS, GDPR).
• Familiarity with cloud platforms (AWS, Azure, or GCP).

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth in a dynamic, fast-growing industry.
• A collaborative and supportive work environment.