Senior Support Engineer (Authorizations Processing)

Job Description

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Engineer (Authorizations Processing) based in Brazil. This is a senior technical support role focused on payments, authorization flows, transaction processing, and card lifecycle operations. You will support enterprise clients while working closely with Engineering and Technical Account Management teams. The role combines complex troubleshooting, incident management, system analysis, and platform reliability improvements. You will investigate transaction-level behavior across high-volume, real-time distributed systems and identify root causes. You will also contribute to automation, internal tooling, and AI-driven solutions that make support operations faster and more effective. As a technical bridge between clients and engineering teams, your work will directly influence resolution speed, service quality, and platform stability. This is a fully remote opportunity for an experienced engineer who enjoys solving complex technical problems and driving continuous improvement.
• Accountabilities: Provide advanced technical support for payment and authorization flows, including transaction processing, integrations, and card lifecycle events. Investigate complex technical issues and incidents, partnering with Engineering and Technical Account Management teams to determine root causes and validate system behavior. Contribute technical expertise during high-severity incidents and escalations, helping drive timely and effective resolution. Analyze logs, metrics, transaction data, and system behavior to identify anomalies, patterns, and underlying technical issues. Assess the potential impact of platform releases, configuration changes, and operational updates. Collaborate with internal teams to clearly communicate technical findings, customer impact, investigation status, and recommended actions. Develop internal tools, scripts, and automation that improve troubleshooting, diagnostics, and operational efficiency. Explore and apply AI-driven approaches, including agents and automation, to accelerate investigations and reduce repetitive manual work. Share technical knowledge across client-facing and internal teams and contribute to documentation and external technical narratives. Escalate complex situations with appropriate context, evidence, and technical analysis to ensure effective cross-functional resolution. Requirements: Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience. At least 5 years of relevant professional experience with a bachelor’s degree, 2+ years with an advanced degree, or 8+ years of relevant experience without an advanced degree. Proven experience with payment processing, authorization flows, or card lifecycle systems, ideally within banking, fintech, payment networks, or other transaction-intensive environments. Strong understanding of the end-to-end transaction lifecycle, including authorization, clearing, settlement, and interactions between payment networks and related systems. Experience working with high-volume, real-time transactional systems and performing transaction-level debugging and analysis. Solid background in technical support, Site Reliability Engineering (SRE), backend engineering, or similar roles involving distributed systems. Hands-on experience troubleshooting APIs, integrations, and message-based systems across multiple system boundaries. Demonstrated experience managing or supporting critical incidents, performing root cause analysis, and remaining effective under pressure. Strong ability to interpret logs, metrics, and transaction data and translate findings into actionable technical solutions. Experience collaborating directly with engineering teams to investigate issues, validate system behavior, and provide actionable feedback. Familiarity with scripting, automation, or internal tool development; experience applying AI-based approaches to technical support is a strong advantage. Excellent analytical, communication, problem-solving, and collaboration skills, with the ability to explain complex technical topics clearly. Benefits: Fully remote position based in Brazil. Opportunity to work on high-volume, real-time payment and authorization systems with significant technical complexity. Exposure to distributed systems, enterprise payment processing, APIs, integrations, automation, and AI-driven operational tooling. Opportunity to collaborate closely with engineering and technical account teams on complex production challenges. Scope to improve operational efficiency through automation, diagnostics, and internal technology solutions. Senior-level opportunity to influence technical support practices, platform reliability, and incident-resolution processes. Work environment focused on continuous improvement, technical problem-solving, and knowledge sharing. Full-time employment opportunity with a global technology and payments organization.
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