Senior Support Engineer (Cards & Payment Systems)

Position Overview

We are seeking a highly skilled and experienced Senior Support Engineer to join our dynamic team in Riyadh, Saudi Arabia. In this critical role, you will provide expert Level 2 and Level 3 production support for our mission-critical payment systems, ensuring seamless operations and high availability for our clients in the financial services sector. The ideal candidate will possess deep technical expertise in acquiring systems, card payment processing, switching technologies, and banking platforms, with a proven ability to troubleshoot and resolve complex production issues in a fast-paced, high-stakes environment.

Key Responsibilities

As a Senior Support Engineer, your primary responsibilities will include:

• Production Support: Deliver expert-level support for core payment systems, including Acquiring, Card Management, POS, and Payment Switch systems, ensuring minimal downtime and optimal performance.
• Issue Resolution: Monitor, troubleshoot, and resolve application and system issues within defined Service Level Agreements (SLAs), minimizing disruption to critical payment services.
• Platform Maintenance: Provide dedicated support for the FIS Cortex payment platform, ensuring its stability, security, and efficiency.
• Root Cause Analysis: Conduct thorough root cause analysis (RCA) for production incidents and implement preventive measures to mitigate future risks.
• Cross-Functional Collaboration: Work closely with business users, third-party vendors, and development teams to resolve complex issues and facilitate smooth system upgrades.
• System Upgrades & Releases: Assist in the planning, execution, and support of production releases, patches, and system upgrades to enhance functionality and security.
• Performance Monitoring: Proactively monitor system performance to ensure high availability and reliability of payment services, addressing potential bottlenecks before they escalate.
• Documentation & Reporting: Prepare comprehensive technical documentation, incident reports, and operational procedures to support knowledge sharing and compliance requirements.
• On-Call Support: Participate in on-call support rotations and weekend maintenance activities to ensure 24/7 coverage for critical payment systems.

Required Skills & Experience

To excel in this role, you must meet the following qualifications:

• Industry Experience: Minimum of 5 years of hands-on experience in financial services or banking production support, with a focus on payment systems.
• Technical Proficiency: Strong expertise in:
  • Acquiring Business
  • FIS Cortex
  • Cards, POS, and Payment Switch
  • Linux Administration
  • IBM OS/400 (IBM i / AS400)
• Payment Processing Knowledge: In-depth understanding of the card payment lifecycle, transaction processing, and related technologies.
• Analytical & Troubleshooting Skills: Exceptional ability to analyze complex issues, identify root causes, and implement effective solutions under pressure.
• Communication & Collaboration: Strong interpersonal and communication skills to liaise with technical and non-technical stakeholders, ensuring clear and concise issue resolution.
• Operational Readiness: Ability to work effectively in a 24×7 support environment, including on-call duties and weekend maintenance activities.

Preferred Qualifications

While not mandatory, the following qualifications will enhance your candidacy:

• Educational Background: A Bachelor's degree in Computer Science, Information Technology, or a related field.
• Industry Standards: Familiarity with ISO 8583, EMV, and PCI-DSS standards, as well as experience in the cards and acquiring industry.
• Certifications: Relevant banking or payment domain certifications, such as Certified Payment Professional (CPP) or similar credentials.

Why Join Us?

This is an exceptional opportunity to contribute to the success of a leading financial services company by ensuring the reliability and security of critical payment systems. As a Senior Support Engineer, you will play a pivotal role in maintaining operational excellence, driving innovation, and supporting the financial infrastructure that powers our clients' businesses. If you are a proactive problem-solver with a passion for technology and a commitment to delivering exceptional support, we invite you to apply and take the next step in your career.