Production Support Engineer

Location:

Morristown, New Jersey (100% Onsite)

Duration: 6 months

Experience

Required:

6-8 Years

Note:

Product support for L2, L3 on Windows OS.

• Monitor and resolve issues in payment applications (e.g., payment gateways, POS systems, card processing platforms) to ensure minimal downtime and adherence to SLAs.
• Provide L2/L3 support for payment systems, addressing issues related to transaction failures, connectivity, and integrations with card networks, acquirers and issuers.
• Troubleshoot and support end-to-end payment card transaction processes including authorization, clearing, settlement, and reconciliation for credit and debit cards.
• Investigate and resolve disputes, manage chargeback processes, and ensure compliance with card network rules.
• Monitor and analyze transaction patterns using fraud detection tools, support fraud prevention measures such as tokenization, 3D Secure and risk scoring systems.
• Perform updates, patches and configurations for payment applications, ensuring security, PCI DSS compliance and optimal performance.
• Analyze logs, debug code and perform root cause analysis for issues in payment workflows including ISO 8583 message processing, EMV transactions and fraud alerts.
• Partner with development, QA, infrastructure and fraud teams to resolve issues, deploy fixes and implement system enhancements.
• Communicate with internal teams and external clients (merchants, banks) to resolve payment, dispute or fraud-related queries promptly.
• Use monitoring tools such as Splunk or Dynatrace to monitor transaction success rates, system performance and fraud trends; generate reports for stakeholders.
• Maintain detailed records of incidents, resolutions, dispute cases and system configurations for compliance and knowledge sharing.
• Identify opportunities to streamline payment processes, reduce chargeback rates and enhance fraud detection through automation or system optimizations.
• Ensure adherence to payment industry standards (PCI DSS, EMV, PSD2, GDPR) and implement security practices to protect cardholder data.

• 6-8+ years of application support, with 5+ years in the payment industry.
• Proficiency troubleshooting applications built on Java, .NET or Python.
• Strong SQL/Oracle skills for querying transaction and dispute data.
• Expertise in APIs, web services (REST/SOAP) and middleware (Kafka, Rabbit
  
  MQ).
• In-depth knowledge of payment protocols (ISO 8583, SWIFT) and EMV standards.
• Comprehensive understanding of payment card lifecycle: authorization, clearing, settlement and reconciliation.
• Expertise in credit/debit card processing, including acquirer/issuer workflows and card network operations.
• Experience with dispute resolution, chargeback processes and card network regulations.
• Familiarity with regulatory standards (PCI DSS, PSD2, GDPR).
• Strong analytical, communication and collaboration skills; ability to handle high-pressure scenarios.
• Proficiency with ITSM tools (Service Now, Jira), monitoring platforms and fraud analytics tools.
• Experience with cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Knowledge of fintech innovations, mobile payments or blockchain-based payment systems.
• Scripting skills (Bash, Power Shell) for automation of dispute or fraud workflows.