Payment Technical Support Specialist

We are looking for a Payment Technical Support Specialist to support merchants and clients with payment-related technical enquiries, integration issues, and transaction troubleshooting.

The role will act as a bridge between merchants and internal technical, product, operations, and payment teams. You will help clients understand and resolve issues across payment integrations, card processing, alternative payment methods (APMs), and Open Banking.

This is a technical support and merchant-facing role rather than a software development position. The ideal candidate is comfortable working with API documentation, transaction data, logs, and technical information, while also being able to communicate clearly with non-technical clients.

Key Responsibilities

• Provide technical support to merchants and clients regarding payment products, integrations, transactions, and platform-related issues.
• Investigate and troubleshoot payment and integration issues using transaction details, logs, API responses, error codes, and other available technical information.
• Support merchants throughout the integration and onboarding process, helping them understand API documentation, integration requirements, and payment flows.
• Assist with the integration and ongoing support of payment methods, including card processing, Alternative Payment Methods (APMs), and Open Banking.
• Review API requests and responses to identify common integration or configuration issues and provide appropriate guidance to merchants.
• Monitor and follow up on reported issues, ensuring that incidents are properly documented and progressed through to resolution.
• Escalate complex technical, product, or payment-processing issues to the appropriate internal teams and provide relevant information to support investigation.
• Work closely with Engineering, Product, Payment Operations, Risk, and other internal teams to resolve merchant issues efficiently.
• Communicate technical findings and solutions clearly to merchants, adapting the level of detail according to the client's technical knowledge.
• Maintain accurate records of technical issues, troubleshooting steps, resolutions, and client communications.
• Build and maintain strong relationships with merchants by understanding their requirements and providing responsive technical support.
• Identify recurring issues and contribute to improvements in support processes, documentation, and internal workflows.
• Stay informed about developments in payment technologies, payment methods, and industry practices.

Requirements

• Experience in payments, fintech, payment processing, merchant support, technical support, client onboarding, or a related operational/technical environment.
• Experience supporting external clients, merchants, or customers in a technical or product-related capacity.
• Working knowledge of APIs and the ability to read and understand API documentation.
• Basic understanding of REST APIs, JSON, HTTP requests/responses, and common HTTP status codes.
• Experience troubleshooting technical issues using transaction information, logs, error messages, or API responses.
• Understanding of the basic payment transaction lifecycle and common payment issues.
• Strong analytical and problem-solving skills with the ability to investigate issues systematically.
• Strong written and verbal communication skills, particularly when explaining technical issues to clients.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Strong attention to detail and ability to manage multiple client issues in a fast-paced environment.

Preferred Qualifications

• Experience working with PaymentIQ, Payneteasy, or similar payment platforms/payment gateways.
• Experience supporting card payment integrations.
• Familiarity with Alternative Payment Methods (APMs) and/or Open Banking.
• Experience using tools such as Postman or similar API testing tools.
• Experience working with webhooks, callbacks, or asynchronous payment flows.
• Experience analysing transaction logs and payment error codes.
• Experience working with merchant onboarding or payment integrations.

Pay: Php40,000.00 - Php45,000.00 per month

Work Location: In person