Technical Support Administrator

When a transaction stalls, a file gets stuck or an integration returns an error, someone has to work out why, quickly, and get the right information to the right person. The Technical Support Administrator is that person. You’ll monitor our systems and payment processing, handle first-line technical queries, and work through problems methodically before they ever reach a developer. Done well, this role keeps our clients’ payments moving and frees our developers to focus on building.

It suits someone who wants to understand how systems work, without necessarily wanting to be a software developer.

• Monitor servers, scheduled processes, logs and alerts, and pick up failed or unusual activity early
• Track payment and transaction processing, and investigate transactions that are stuck, delayed, rejected or failed
• Provide first-line technical support to clients and internal teams, and log and follow up on every query until it’s resolved
• Troubleshoot API and integration queries, including reviewing requests and responses, authentication errors and configuration problems
• Run SQL queries to investigate transaction and data issues
• Escalate to developers, banking partners or senior technical staff with the full picture: error messages, transaction references, timestamps and what’s already been checked
• Ensure no transaction is resubmitted without the correct checks being completed
• Test APIs and new functionality
• Maintain technical documentation, SOPs (Standard Operating Procedures), troubleshooting guides and records of recurring issues
• Take part in a rotating support shift to ensure system and client coverage [shift details to be confirmed]

• Experience in technical support, IT support or a helpdesk environment
• Working knowledge of SQL and databases
• A solid understanding of web-based systems, REST APIs and JSON, and how systems communicate with each other
• The ability to read technical documentation and follow troubleshooting procedures accurately
• Exceptional attention to detail, because in payments, small mistakes have real consequences for our clients
• A logical, methodical approach to problem solving that holds up under pressure
• Clear communication with both technical and non-technical people
• Ownership of every issue through to resolution or the right escalation
• Experience with Postman or similar API testing tools, webhooks, API authentication, Linux or Windows server environments, Git, cloud platforms, monitoring tools or payment systems is advantageous
• A formal IT qualification is advantageous, but industry experience and a willingness to learn count for more