Integration - Payment System Engineer

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Job Description

The Level 2 Support Engineer for integration is responsible for troubleshooting, diagnosing, and resolving issues related to web-based software platforms. They serve as the escalation point for Level 1 support and work closely with development, QA, and infrastructure teams to ensure system stability and customer satisfaction.

Responsibilities

• Issue Investigation & Resolution : Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications. Reproduce issues in test / staging environments to identify bugs or misconfigurations. Conduct detailed log analysis, SQL / database checks, and API validation.
• Incident Management : Classify and prioritize incidents based on severity and business impact. Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings. Collaborate with L1 and L3 teams during major incidents and post-incident reviews.
• User Support & Communication : Communicate with business users or clients to gather additional information when needed. Provide workarounds or solutions while permanent fixes are being developed. Maintain knowledge base and support documentation.
• Technical Tasks : Prepare scripts or SQL queries to validate data or resolve issues. Perform basic configuration changes or updates in non-production environments. Conduct release verification and smoke testing after deployments.
• Continuous Improvement : Analyze recurring issues to suggest long-term fixes or enhancements. Provide feedback to development / QA teams to improve application stability and usability.

Mandatory Skills

Technical Skills

Soft Skills

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Location : Riyadh, Riyadh, Saudi Arabia SAR10,000.00-SAR20,000.00

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