Support Engineer (Authorizations Processing)

Accountabilities:

• • Provide technical support for payment and authorization flows, transaction processing, integrations, and card lifecycle events.
  • Investigate complex technical issues in collaboration with Engineering and Technical Account Management teams, analyzing root causes and validating system behavior.
  • Support incident management for critical and high-severity issues, providing timely technical analysis and contributing to escalation and resolution efforts.
  • Analyze logs, metrics, transaction data, and system behavior to identify anomalies, patterns, and potential root causes.
  • Collaborate with internal engineering and operational teams to communicate technical findings, customer impact, and recommended actions clearly.
  • Validate platform changes and assess the potential impact of releases, configuration updates, and operational changes.
  • Develop or contribute to internal tools and automation that improve troubleshooting, diagnostics, and operational efficiency.
  • Explore AI-driven approaches, scripts, agents, and other automation techniques to reduce manual investigation and accelerate issue resolution.
  • Share technical knowledge with supported clients and internal teams, helping strengthen troubleshooting capabilities and operational practices.
  • Contribute to technical documentation and external-facing materials, ensuring complex situations are communicated accurately and with appropriate context.
  • Identify opportunities for continuous improvement in support processes, diagnostics, and platform reliability.

  Requirements:

  • Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
  • At least 2 years of relevant professional experience with a bachelor’s degree, or 5+ years of relevant professional experience.
  • Proven experience with payment processing, authorization flows, card lifecycle systems, or related technologies, preferably within banking, fintech, or payment environments.
  • Strong understanding of end-to-end transaction lifecycles, including authorization, clearing, settlement, and interactions with payment networks.
  • Experience working with high-volume, real-time transactional systems and analyzing transaction-level behavior.
  • Background in technical support, Site Reliability Engineering, backend engineering, or similar roles involving distributed systems.
  • Hands-on experience with APIs, integrations, and message-based systems, including troubleshooting across system boundaries.
  • Experience handling incidents involving critical systems, including root-cause analysis and troubleshooting under pressure.
  • Ability to analyze logs, metrics, transaction data, and other technical signals to identify issues and formulate effective solutions.
  • Strong collaboration skills and experience working closely with engineering teams to investigate problems and validate system behavior.
  • Familiarity with automation, scripting, internal tooling, or AI-assisted approaches to technical troubleshooting is a strong advantage.
  • Strong analytical, problem-solving, communication, and documentation skills.
  • Ability to communicate technical findings clearly to both technical and non-technical stakeholders.

  Benefits:

  • Fully remote position based in Brazil.
  • Opportunity to work with high-volume, real-time payment and authorization systems.
  • Exposure to distributed systems, transaction processing, integrations, and mission-critical technology.
  • Collaboration with engineering, technical account management, and enterprise support teams.
  • Opportunities to contribute to automation, internal tooling, and AI-driven operational improvements.
  • Professional growth through hands-on exposure to complex technical investigations and critical incidents.
  • Opportunity to influence platform reliability, support processes, and operational efficiency.