Product Support Engineer

Company: Salmon Group Ltd

We're looking for a Product Support Engineer to join the team responsible for our Card Technology platforms. The role is about keeping card-related systems, integrations, and transaction flows running reliably in production - investigating incidents, finding root causes, and turning recurring problems into permanent fixes.
By reducing time-to-fix in production, you'll let the development team focus on delivering new features and long-term improvements instead of firefighting ad-hoc incidents.
Key Responsibilities
* Support and stabilize production card technology services and integrations
* Investigate incidents, recurring issues, and defects related to card systems and transaction processing
* Perform system analysis of bugs, failures, and operational issues across the card technology landscape
* Evaluate and improve incident, problem, change management processes for card-related services
* Participate in release and change planning when production fixes or mitigations are required
* Provide issue resolution through configuration changes, database updates, endpoint testing/calls, and operational workarounds where appropriate
* Analyze payment and card transaction flows end-to-end to identify root causes and failure points
* Coordinate with development teams, support teams, infrastructure teams, vendors, processors, and external partners to drive sustainable resolution
* Maintain clear issue documentation, RCA materials, runbooks, and operational knowledge base
* Assess issue impact, urgency, and business priority for card-related incidents
* Monitor service health and identify improvement opportunities in alerting, observability, and support processes
* Support production readiness and operational handover for new card-related features and integrations
Requirements
* Strong analytical and problem-solving skills and mindset
* Experience with ITSM tools
* Familiarity with ITIL or equivalent ITSM frameworks
* Good communication and facilitation skills for working across teams
* Incident and Root Cause Analysis experience via:
* log storage and analysis systems
* monitoring and IT observability platforms
* technical documentation
* Data analysis & SQL basics
* Understanding of APIs and integrations
* English level B2 or higher
Card Technology / Domain Knowledge
* Understanding of card processing ecosystem and card transaction lifecycle
* Familiarity with card-related systems such as: authorization, clearing and settlement, card lifecycle management, transaction switching, fraud/risk controls, reconciliation, dispute/chargeback-related flows
* Understanding of payment message and integration concepts
* Familiarity with card schemes, processors, sponsor banks, or payment vendors is a strong advantage
* Understanding of common card transaction issues such as declines, routing failures, timeout issues, duplicate processing, balance mismatches, and posting issues

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