Technical Support Specialist

Join our India Team.

Technical Support Engineer Telr

As a Technical Support Engineer at Telr, you will be the go-to expert for our merchants and partners, ensuring seamless API integrations, robust transaction processing, and exceptional post-launch support. You will bridge the gap between our clients and internal teams to deliver a world-class payment experience.

Job Responsibilities:

Assist clients with their integration to Telr's APIs and systems, including answering product questions, testing and validating integrations, and troubleshooting issues.

Support clients in resolving post-launch operational questions and issues.

Use issue trackers and other tools to catalog, prioritize, and track support requests from inception to resolution.

Take ownership of support issues, ensuring they are worked on quickly, solved correctly, and handled within expected timeframes.

Assist level-one support teams in resolving escalated issues.Analyze data to identify trends and emerging issues, and drive proactive resolutions before they become larger problems.

Collaborate with internal teams (Development, QA, Operations, and Product Management) to escalate and resolve complex technical issues.

Participate in incident response and root cause analysis (RCA) processes to ensure long-term fixes and system improvements.

Monitor production systems and proactively identify potential integration or transaction issues before clients report them.

Validate and test merchant integrations in sandbox and production environments to ensure compliance with Telr's standards and security practices.

Support onboarding of new merchants by guiding them through integration steps, documentation, SDKs, and testing flows.

Provide feedback to product and engineering teams on recurring merchant pain points and suggest improvements.

Contribute to automation of routine support and diagnostic tasks (e.g., scripting or internal tools).

Participate in shift rotations or on-call duties to ensure 24/7 support coverage (if applicable).

Create and maintain department documentation, including onboarding, integration, and troubleshooting procedures.

Handle multiple issues and projects simultaneously while maintaining composure and a positive attitude.

Maintain professional, supportive relationships with clients and deliver above-and-beyond service to ensure their needs are met.

Key Skills:

Experience as a Technical Support Engineer, Technical Operations Engineer, Technical Account Manager, or Customer Success Manager.

Experience working on or with payment products, e-commerce systems, or API-based services.

Excellent oral and written communication skills with both technical and non-technical audiences.

Hands-on experience with Linux, Java, SQL, Git, and AWS.

Strong understanding of REST APIs, JSON, and general API architecture.

In-depth knowledge of e-commerce checkout processes, shopping carts, and custom websites.

Solid understanding of computer systems, internet security, web applications, APIs, and mobile devices.

Ability to write scripts or automate tasks using Shell, Linux utilities, regex, or Python.

Strong troubleshooting and analytical skills, with the ability to propose effective solutions.

Ability to communicate complex technical concepts clearly to non-technical and executive audiences.

Competence in statistical data analysis to identify problems and trends.

Ability to read and interpret application logs.

Experience using incident management tools such as JIRA, Zendesk, Salesforce, or ServiceNow.

Ability to work independently in a fast-paced, ambiguous environment with shifting priorities.

Strong bias for action, with the ability to manage multiple priorities and create urgency when needed.

Capability to work efficiently across time zones and collaborate with cross-functional teams.

Additional / Preferred Qualifications:

Familiarity with payment gateway protocols (3D Secure 1 & 2, EMVCo, ISO8583, tokenization, PCI DSS basics, BIN ranges, fraud detection).

Knowledge of mobile SDK integrations (iOS, Android, Flutter, React Native).

Experience using Insomnia or similar tools for API testing and debugging.

Basic understanding of network diagnostics (DNS, SSL/TLS, cURL, latency, and connectivity testing).

Understanding of log analysis tools (Google Cloud, Kibana, CloudWatch, or similar).

Working knowledge of SQL for querying transaction data and validating reports.

Familiarity with CI/CD pipelines and how deployments affect API uptime or integrations.

Experience preparing merchant-facing guides or API documentation.

Exposure to international payment schemes (Visa, Mastercard, AMEX) and alternative payment methods (Apple Pay, Google Pay, local wallets).

Experience in fintech, SaaS, or API-driven platform environments.

Understanding of compliance and data privacy standards (PCI DSS, GDPR, local data laws).

Prior involvement in system monitoring or DevOps-related support.

Experience contributing to or maintaining internal tools or dashboards to track system health and merchant performance.

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