Senior Support Engineer (Authorizations Processing)

Accountabilities:

• • Provide advanced technical support for payment and authorization flows, including transaction processing, integrations, and card lifecycle events.
  • Investigate complex technical issues and incidents, partnering with Engineering and Technical Account Management teams to determine root causes and validate system behavior.
  • Contribute technical expertise during high-severity incidents and escalations, helping drive timely and effective resolution.
  • Analyze logs, metrics, transaction data, and system behavior to identify anomalies, patterns, and underlying technical issues.
  • Assess the potential impact of platform releases, configuration changes, and operational updates.
  • Collaborate with internal teams to clearly communicate technical findings, customer impact, investigation status, and recommended actions.
  • Develop internal tools, scripts, and automation that improve troubleshooting, diagnostics, and operational efficiency.
  • Explore and apply AI-driven approaches, including agents and automation, to accelerate investigations and reduce repetitive manual work.
  • Share technical knowledge across client-facing and internal teams and contribute to documentation and external technical narratives.
  • Escalate complex situations with appropriate context, evidence, and technical analysis to ensure effective cross-functional resolution.

  Requirements:

  • Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience.
  • At least 5 years of relevant professional experience with a bachelor’s degree, 2+ years with an advanced degree, or 8+ years of relevant experience without an advanced degree.
  • Proven experience with payment processing, authorization flows, or card lifecycle systems, ideally within banking, fintech, payment networks, or other transaction-intensive environments.
  • Strong understanding of the end-to-end transaction lifecycle, including authorization, clearing, settlement, and interactions between payment networks and related systems.
  • Experience working with high-volume, real-time transactional systems and performing transaction-level debugging and analysis.
  • Solid background in technical support, Site Reliability Engineering (SRE), backend engineering, or similar roles involving distributed systems.
  • Hands-on experience troubleshooting APIs, integrations, and message-based systems across multiple system boundaries.
  • Demonstrated experience managing or supporting critical incidents, performing root cause analysis, and remaining effective under pressure.
  • Strong ability to interpret logs, metrics, and transaction data and translate findings into actionable technical solutions.
  • Experience collaborating directly with engineering teams to investigate issues, validate system behavior, and provide actionable feedback.
  • Familiarity with scripting, automation, or internal tool development; experience applying AI-based approaches to technical support is a strong advantage.
  • Excellent analytical, communication, problem-solving, and collaboration skills, with the ability to explain complex technical topics clearly.

  Benefits:

  • Fully remote position based in Brazil.
  • Opportunity to work on high-volume, real-time payment and authorization systems with significant technical complexity.
  • Exposure to distributed systems, enterprise payment processing, APIs, integrations, automation, and AI-driven operational tooling.
  • Opportunity to collaborate closely with engineering and technical account teams on complex production challenges.
  • Scope to improve operational efficiency through automation, diagnostics, and internal technology solutions.
  • Senior-level opportunity to influence technical support practices, platform reliability, and incident-resolution processes.
  • Work environment focused on continuous improvement, technical problem-solving, and knowledge sharing.
  • Full-time employment opportunity with a global technology and payments organization.