Support Engineer (Authorizations Processing)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Engineer (Authorizations Processing) based in Brazil.

This role sits at the intersection of technical support, payments processing, and platform reliability within a high-volume transactional environment.
You will provide deep technical support for authorization flows, transaction processing, integrations, and card lifecycle operations.
The position acts as a key technical bridge between enterprise clients, engineering teams, and technical account stakeholders.
You will investigate complex production issues, analyze transaction behavior, and contribute to root-cause identification and resolution.
The role also offers opportunities to improve operational efficiency through automation, internal tooling, and AI-assisted troubleshooting.
Success requires strong analytical thinking, technical curiosity, and the ability to communicate complex findings clearly during critical incidents.
This is a fully remote opportunity for a professional who wants to work on mission-critical payment technology and distributed systems.

• Provide technical support for payment and authorization flows, transaction processing, integrations, and card lifecycle events.
• Investigate complex technical issues in collaboration with Engineering and Technical Account Management teams, analyzing root causes and validating system behavior.
• Support incident management for critical and high-severity issues, providing timely technical analysis and contributing to escalation and resolution efforts.
• Analyze logs, metrics, transaction data, and system behavior to identify anomalies, patterns, and potential root causes.
• Collaborate with internal engineering and operational teams to communicate technical findings, customer impact, and recommended actions clearly.
• Validate platform changes and assess the potential impact of releases, configuration updates, and operational changes.
• Develop or contribute to internal tools and automation that improve troubleshooting, diagnostics, and operational efficiency.
• Explore AI-driven approaches, scripts, agents, and other automation techniques to reduce manual investigation and accelerate issue resolution.
• Share technical knowledge with supported clients and internal teams, helping strengthen troubleshooting capabilities and operational practices.
• Contribute to technical documentation and external-facing materials, ensuring complex situations are communicated accurately and with appropriate context.
• Identify opportunities for continuous improvement in support processes, diagnostics, and platform reliability.

Requirements:

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• At least 2 years of relevant professional experience with a bachelor’s degree, or 5+ years of relevant professional experience.
• Proven experience with payment processing, authorization flows, card lifecycle systems, or related technologies, preferably within banking, fintech, or payment environments.
• Strong understanding of end-to-end transaction lifecycles, including authorization, clearing, settlement, and interactions with payment networks.
• Experience working with high-volume, real-time transactional systems and analyzing transaction-level behavior.
• Background in technical support, Site Reliability Engineering, backend engineering, or similar roles involving distributed systems.
• Hands-on experience with APIs, integrations, and message-based systems, including troubleshooting across system boundaries.
• Experience handling incidents involving critical systems, including root-cause analysis and troubleshooting under pressure.
• Ability to analyze logs, metrics, transaction data, and other technical signals to identify issues and formulate effective solutions.
• Strong collaboration skills and experience working closely with engineering teams to investigate problems and validate system behavior.
• Familiarity with automation, scripting, internal tooling, or AI-assisted approaches to technical troubleshooting is a strong advantage.
• Strong analytical, problem-solving, communication, and documentation skills.
• Ability to communicate technical findings clearly to both technical and non-technical stakeholders.

Benefits:

• Fully remote position based in Brazil.
• Opportunity to work with high-volume, real-time payment and authorization systems.
• Exposure to distributed systems, transaction processing, integrations, and mission-critical technology.
• Collaboration with engineering, technical account management, and enterprise support teams.
• Opportunities to contribute to automation, internal tooling, and AI-driven operational improvements.
• Professional growth through hands-on exposure to complex technical investigations and critical incidents.
• Opportunity to influence platform reliability, support processes, and operational efficiency.