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Open nowPosted 287 days ago

Lead Engineer

ThoughtFocus26 open roles

Where
Bengaluru
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Your applicationOpen nowLead EngineerThoughtFocus · Bengaluru

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The clock on this job

Early applications get read.

11.5% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.0%1 day
  2. 4.3%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: posted 287 days ago

The posting

Job Title: Support Analyst – Tier 2 (Payments / Production Support)

Job Summary

We are seeking a highly skilled Support Analyst (Tier 2) with strong expertise in Java-based applications, payment processing systems, and production support. The ideal candidate will work closely with clients and cross-functional teams to troubleshoot, analyse, and resolve complex production issues in payment environments, ensuring high system availability and customer satisfaction.

Key Responsibilities

Technical Support & Troubleshooting

  • Provide Tier 2 technical support for payment applications and systems, handling complex issues escalated from Tier 1 support.
  • Analyse application logs, APIs, and system behaviour to identify and resolve defects, performance issues, and transaction failures.
  • Perform root cause analysis (RCA) for production incidents and implement fixes or coordinate with development teams for permanent resolution.
  • Monitor production environments using tools such as Splunk, dashboards, and alerting systems to proactively identify issues.

Application & API Support

  • Read, understand, and troubleshoot Java-based applications and APIs.
  • Analyse API requests/responses, error codes, and integration issues between payment systems, terminals, and third-party services.
  • Basic working knowledge of Python or other programming languages is an added advantage for scripting, automation, or log analysis.

Payment Systems & Terminals

  • Provide technical support for payment processing terminals, SDKs, and systems, including Android-based POS solutions.
  • Experience with WizardPOS, Android terminals, or similar payment devices is a strong plus.
  • Support terminal configuration, onboarding, transaction issues, and connectivity problems using Terminal Management Systems (TMS) such as Charge Anywhere.

Payment Domain Expertise

  • Demonstrate strong understanding of the payments domain, including:
  • Card Present (CP) and Card Not Present (CNP) transactions
  • End-to-end transaction lifecycle (authorization, capture, settlement, refunds, chargebacks)
  • Common payment errors, declines, and reconciliation issues
  • Work closely with internal teams and payment partners to resolve transaction-level issues efficiently.

Client Interaction & Stakeholder Management

  • Work directly with clients to understand issues, gather technical details, and provide clear updates and resolutions.
  • Act as a technical point of contact during incidents, ensuring professional communication and timely follow-ups.
  • Collaborate with development, infrastructure, QA, and third-party vendors for issue resolution.

Tools & Technologies

  • Use Jira for incident tracking, defect management, and coordination with engineering teams.
  • Work with cloud platforms such as AWS and Azure for application support, monitoring, and troubleshooting.
  • Support databases and backend systems by quickly learning schemas, data flows, and system dependencies.

Production Support & Monitoring

  • Monitor live systems, investigate alerts, and take immediate action to minimize downtime.
  • Document incidents, RCA findings, and preventive measures to improve system stability.

Work Schedule

  • Must be willing to work in the Mountain Time Zone (MT) and support business-critical operations during those hours.

Required Skills & Qualifications

  • Strong hands-on experience with Java and ability to read and understand APIs.
  • Experience in Tier 2 technical support or production support roles.
  • Solid knowledge of payment processing systems and payment domain concepts.
  • Experience supporting POS terminals, SDKs, and Android-based payment devices.
  • Hands-on experience with Splunk, Jira, AWS, and Azure.
  • Proven experience in production issue analysis, RCA, and bug fixes.
  • Excellent communication skills with the ability to work directly with clients.

Nice to Have

  • Knowledge of Python or scripting languages for automation or diagnostics.
  • Experience with Charge Anywhere TMS or similar terminal management platforms.
  • Prior experience supporting high-volume, real-time transaction systems.
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