ACI Payments Support Engineer

Job Title

ACI Payments Support Engineer

Job Summary

Role Overview:
The ACI Payments Support Engineer is responsible for supporting, monitoring, troubleshooting, and maintaining mission-critical payment processing applications and integrations. The role works closely with application, infrastructure, database, network, security, and business teams to ensure secure, reliable, and highly available payment transaction processing.

Key Responsibilities

• Provide L2/L3 production support for ACI payment processing applications and related payment systems.
• Monitor payment transactions, application health, system performance, and batch processing to identify issues proactively.
• Troubleshoot payment transaction failures, authorization issues, settlement problems, message processing errors, and integration failures.
• Support ACI payment products and environments, including configuration, deployment, maintenance, and troubleshooting.
• Analyze application logs, transaction data, database records, and system alerts to identify root causes.
• Investigate and resolve incidents involving payment gateways, APIs, interfaces, middleware, databases, and downstream systems.
• Support integrations with banks, payment processors, card networks, and third-party financial systems.
• Work with ISO 8583, REST/SOAP APIs, XML/JSON, TCP/IP, and payment messaging as required.
• Monitor scheduled jobs, payment files, transaction queues, and settlement processes.
• Perform application deployments, configuration changes, patches, and production releases following change-management procedures.
• Perform root-cause analysis and document incidents, resolutions, workarounds, and preventive actions.
• Create and maintain support documentation, runbooks, knowledge articles, and troubleshooting procedures.

Required Skills

• 3-7+ years of experience in application/production support or payment systems support.
• Experience with ACI Worldwide payment solutions or comparable payment-processing platforms.
• Strong troubleshooting and incident-management skills.
• Experience with SQL and relational databases.
• Knowledge of REST/SOAP APIs, XML, JSON, and web services.
• Understanding of payment processing, authorization, settlement, reconciliation, and transaction lifecycles.
• Experience with Linux/Unix and shell scripting.
• Familiarity with application and infrastructure monitoring tools.
• Experience with ServiceNow or other ITSM platforms.
• Knowledge of networking concepts such as TCP/IP, DNS, SSL/TLS, and connectivity troubleshooting.
• Experience with production deployments and change/release management.
• Strong analytical, communication, and documentation skills.