Technical Support Analyst

Job Summary

We are looking for a proactive and analytical Application Support Analyst to support our accounting technology platform within a Payment Service Provider (PSP) environment.

The candidate will be responsible for investigating technical inquiries related to end-customer and merchant transactions, analysing database records using MySQL, understanding accounting workflows, and coordinating client requirements.

The role requires a combination of technical troubleshooting, database investigation, business process understanding, and communication skills.

The ideal candidate should be capable of independently investigating issues, identifying root causes, documenting findings, and recommending solutions. The candidate should also proactively identify recurring issues and opportunities for process automation and system improvement.

Responsibilities

• Investigate customer and merchant inquiries related to missing credits, debits, transaction mismatches, refunds, payouts, and settlement discrepancies.

• Analyse transaction flows across the accounting platform to identify the source of issues.

• Investigate application behaviour and determine whether an issue is related to data, business logic, configuration, or a potential software defect.

• Perform initial root-cause analysis and document findings with supporting evidence.

• Track open issues and ensure timely follow-up until resolution.

• Write and execute SQL queries to investigate accounting and payment-related records.

• Work with multiple related tables using JOINs, subqueries, aggregations, and filtering conditions.

• Trace transactions across relevant database entities to identify missing records, mismatches, and inconsistencies.

• Compare transaction, merchant, customer, payout, and reconciliation records as required.

• Prepare data extracts and investigation summaries to support issue resolution.

• Follow approved database access and data-handling procedures. Production data modifications must not be performed without explicit authorisation.

• Develop a thorough understanding of the company's accounting platform and its business processes.

• Understand end-customer and merchant credits and debits, transaction matching, refunds, payouts, and reconciliation.

• Understand how transactions move between the relevant systems and identify potential gaps in processing.

• Build knowledge of common accounting scenarios, exceptions, and resolution procedures.

• Understand and analyse client inquiries and business requirements.

• Clarify incomplete or ambiguous requirements before proposing solutions.

• Investigate existing system behaviour and determine the expected outcome.

• Document requirements, business scenarios, examples, and expected results.

• Identify whether a request requires operational clarification, configuration, data investigation, or a software enhancement.

• Communicate findings, proposed solutions, and development requirements.

• Follow up on requirements and provide supporting information when requested.

• Identify recurring customer and merchant inquiries and analyse their underlying causes.

• Recommend permanent solutions to reduce repetitive manual investigations.

• Identify opportunities to automate routine checks, reports, and investigation procedures.

• Maintain records of recurring issues, their root causes, and their resolutions.

• Suggest improvements to existing accounting workflows and support procedures.

• Help reduce the number of routine support requests that require developer involvement.

• Maintain investigation records and document issue-resolution steps.

• Prepare technical summaries for complex accounting discrepancies.

• Maintain documentation for common queries, business rules, and investigation procedures.

• Provide regular updates on open issues, recurring problems, and identified improvement opportunities.

• Ensure that investigation findings are clear, accurate, and traceable.

  Skills and Experience

  Required Technical Skills

• SQL / MySQL - Intermediate

• SQL JOINs, subqueries and aggregations - Good working knowledge

• Database investigation

• Ability to trace records across multiple related tables

• Technical troubleshooting - Ability to investigate issues systematically

• Application support - Understanding of issue tracking, investigation, and resolution

• Programming - Basic knowledge of at least one programming language (Preferable but not mandatory).

• Documentation - Ability to document findings and requirements clearly

• Communication - Good written and verbal communication

  Preferred Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.

• 0-3 years of experience in application support, technical support, software troubleshooting, database analysis, or a similar role.

• Exposure to payment processing, fintech, banking systems, financial applications, or accounting systems would be an advantage.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.