Senior Support Engineer

About the role

International Card Processing Services Ltd (ICPS) is looking for a Senior Support Engineer to join its Level‑2 support team. This role focuses on deep technical analysis, incident resolution and validation of fixes within a high‑volume payment‑processing environment. It is not a first‑line position; you will take ownership of complex production issues that exceed L1 capabilities.

Key responsibilities

• Investigate and resolve complex production incidents beyond L1 scope.
• Analyse technical issues in a structured way and propose sustainable fixes.
• Develop client fixes, address critical defects and provide advanced technical support.
• Validate and test code‑level fixes and project‑related changes.
• Support project handover readiness and production validation activities.
• Participate in problem management for recurring issues and structural defects.
• Document findings, workarounds, fixes and technical actions clearly.
• Collaborate with L1, SMEs, infrastructure and project teams on complex cases.
• Improve troubleshooting methods, support quality and knowledge sharing across the support chain.
• Contribute to reducing recurring incidents by enhancing technical discipline and validation quality.

Required profile

• Degree in IT, Computer Science, Software Engineering or a related field.
• Strong technical problem‑solving and analytical skills.
• Ability to investigate production issues in a disciplined, structured manner.
• Proficiency in analysing application logs, error traces and execution flows to identify root causes.
• Experience validating code‑level fixes through appropriate testing.
• Excellent written and verbal communication in English.
• Strong sense of ownership, accountability and ability to work under pressure.
• Willingness to learn in a complex payment‑processing environment.

Required skills

• SQL
• PL/SQL
• Oracle databases
• Unix/Linux operating systems
• Scripting and data analysis