Technical Support Specialist for Payments Infrastructure

5 days ago

Sydney, New South Wales, Australia Nuvei Full time
Job Overview

We are seeking a highly skilled Technical Support Specialist to join our team at Nuvei, a leading fintech company. As a Technical Support Specialist, you will play a critical role in ensuring the smooth operation of our payments infrastructure.

About Us

Nuvei is a Canadian fintech powerhouse that has acquired Till Payments, a company on a mission to create seamless customer payment experiences globally. We believe in technology-led, agile, and flexible payments and merchant acquiring solutions. Our goal is to lead the way in payment technology with customer-first solutions that demystify the complexity around payments.

Your Key Responsibilities
  • Provide technical support for our payments products, ensuring timely resolution of issues and optimal system performance.
  • Maintain the health of our applications through proactive monitoring, identifying potential issues before they impact our customers.
  • Collaborate with external and internal support teams to ensure smooth functioning of our systems and efficient issue resolution.
  • Work closely with developers to implement bug fixes and product enhancements, ensuring seamless integration and minimal downtime.
  • Execute incident management processes, including business communication, notification, escalation, and root cause analysis.
  • Participate in IT change management, performing impact assessments of potential changes executed by key service providers.
  • Provide after-hours support for incidents and changes, participating in our 24/7 on-call roster.
  • Support project work, including production/non-production testing, operational support process/documentation, and implementation support.
Requirements

To be successful in this role, you will need:

  • At least 3 years of experience in an application/production support role or equivalent, preferably in the payments industry.
  • Operational experience in a 24/7 high-availability, real-time payments processing environment.
  • Strong documentation and communication skills.
  • Strong analytical abilities, troubleshooting, and problem-solving skills.
  • Experience using ITSM tools like ServiceNow and Jira Helpdesk.
  • A passion for resolving customer issues and maintaining application availability.
  • Pre/post verification testing activities before/after code deployment.
  • Release and deployment management.
  • Incident, problem, and change management using ITIL best practices.
Desirable Skills

The following skills are desirable but not required:

  • Knowledge of cloud technologies, web services, APIs.
  • API testing via client test tools like Postman.
  • Running/executing Python scripts.
  • Reviewing API documentation (internal + external) and testing APIs.
  • Troubleshooting issues using logging tools like OpenSearch/AWS CloudWatch.
  • Proactive monitoring using APM tools like New Relic/Dynatrace.
  • Knowledge of payment protocols/regulations: ISO8583, PCI-DSS, DUKPT, 3DS EMVCo.
  • Able to pull, push, merge, rebase code using Version Control Systems (Git).
  • Able to write Python scripts utilizing common frameworks - Requests, Flask, etc.
  • Knowledge of JavaScript/TypeScript languages (Frameworks - , React).
  • Exposure to AWS services - EC2, Cloudwatch, RDS - PostgreSQL.
  • Containerization (Docker).
Benefits

We offer a competitive salary, paid time off, and opportunities for professional growth and development. At Nuvei, we value diversity and inclusion and are committed to creating a workplace where everyone feels welcome and supported.

Estimated Salary Range: $80,000 - $120,000 per year, depending on experience and qualifications.

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