Technical Support Analyst – Payments & SQL

About the Role

We are collaborating with a global fintech company seeking a Technical Support Analyst who specializes in investigating payment transactions through proficient SQL usage. This role is technically intensive and centers on production support, involving activities such as real-time payment monitoring, responding to incidents, troubleshooting APIs, and conducting detailed transaction investigations. The analyst will closely collaborate with Engineering, Product teams, Customer Delivery, and external partners to identify complex issues and enhance platform stability.

Key Responsibilities

• Develop and execute SQL queries to analyze payment transactions, identify failures, and understand platform behavior.
• Monitor live payment services and act swiftly on operational incidents.
• Troubleshoot payment APIs, handle integrations, and manage requests from partners.
• Examine logs, utilize dashboards, and review transaction data to pinpoint root causes of issues.
• Collect technical evidence and provide clear, consistent updates throughout incident management.
• Collaborate with Engineering and Product teams to address recurring platform problems.
• Support release processes by validating changes and monitoring systems post-release.
• Enhance dashboards, alerts, troubleshooting documentation, and knowledge base articles.
• Participate in structured post-incident reviews and ensure follow-up actions are implemented.

Qualifications and Skills

• Prior experience supporting payment systems, platforms, or financial technologies with high transaction volumes.
• Proven ability to write and use SQL queries for investigating payment transactions and production issues.
• Skilled in troubleshooting REST APIs using tools like Postman or equivalents.
• Competent interpreting system logs, monitoring dashboards, and data outputs.
• Familiarity with incident management, production support protocols, and conducting post-incident reviews.
• Work experience with cloud environments such as AWS or similar platforms.
• Excellent communication skills to effectively liaise with technical teams, customers, and external stakeholders.
• Demonstrates a calm, practical, and analytical approach when solving complex problems.

Additional Information

Experience in international fintech, payment processing, acquiring businesses, issuers, payment gateways, or cross-border payments environments will be considered a strong advantage. This role is distinct from conventional IT helpdesk or desktop support jobs, requiring comfort with working deeply in transaction data, forming SQL queries, investigating ambiguous production issues, and interacting directly with engineers and payment partners.

The successful candidate will join a reputable fintech organization with a values-driven culture, managing a platform that handles billions of payment transactions globally and influences urban mobility worldwide. If you have robust payments expertise and are adept at leveraging SQL for transaction analysis, we encourage you to apply.