Analyste soutien technique résolvant les incidents SQL, Java et intégrations pour le logiciel infonuagique de Tecsys. Soutien aux hôpitaux, pharmacies et distributeurs grâce au diagnostic et à la collaboration interne.
About the role
- Tier 2 Technical Support Agent troubleshooting complex technical issues related to payment processing at Constellation Payments. Collaborating with merchants, developers, and internal teams for solutions.
Responsibilities
- Serve as the escalation point for Tier 1 technical support issues.
- Troubleshoot payment gateway, API, webhook, tokenization, and transaction processing issues.
- Analyze logs, API calls, and transaction data to identify root causes.
- Collaborate with Engineering, QA, and Product teams to resolve issues.
- Assist merchants and partners with integrations, SDK configuration, and best practices.
- Update internal documentation and knowledge base resources.
- Provide recurring issue feedback to product teams.
- Participate in on-call rotation as required.
- Performs additional responsibilities as assigned by leadership to support departmental and organizational objectives.
Requirements
- 2–4 years of experience in technical support or client-facing engineering.
- Strong knowledge of REST APIs, JSON, authentication, and webhooks.
- Understanding of payment processing concepts including settlement, chargebacks, tokenization, and PCI compliance.
- Experience with tools like Postman, Splunk, or comparable debugging platforms.
- Experience with ticketing systems such as Zendesk, Jira, or Salesforce.
- Strong understanding of payment fee models, transaction lifecycle processes, and industry standard payment processing practices.
Benefits
- Comprehensive medical, dental, vision, and life insurance plans to keep you and your family healthy.
- Employees receive 15 paid vacation days, 5 paid sick days, and 1 paid personal day annually.
- Employees are invited to participate in our Employee Share Program (Ticker: CSU.TO).
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