Support Engineer - Payment Services (Level 2)

About the role

International Card Processing Services Ltd (ICPS), a subsidiary of HPS Group, provides electronic payment solutions to financial institutions, processors and national switches. This Level 2 support role sits behind first-line support and deals with client fixes, critical defects, project validation, problem management and advanced incident resolution. It is not a first-line support position: L2 takes over incidents beyond L1 capability, diagnoses non-routine or structurally broken issues, validates fixes through testing and contributes to sustainable resolution.

Key responsibilities

• Investigate and resolve complex production incidents beyond L1 scope.
• Analyse technical issues in a structured way and identify sustainable fixes.
• Work on client fixes, critical defects and advanced technical support issues.
• Contribute to validation and testing of fixes and project-related changes.
• Support project handover readiness and production validation activities.
• Perform or support problem management on recurring issues and structural defects.
• Document findings, workarounds, fixes and technical actions clearly.
• Collaborate with L1, subject matter experts, infrastructure and project teams.
• Help improve troubleshooting methods, support quality and knowledge sharing, and reduce recurring incidents.

Required profile

• Degree in IT, Computer Science, Software Engineering or a related field.
• Strong technical problem-solving and analytical skills; able to investigate production issues in a structured way.
• Good written and verbal English, strong sense of ownership and ability to work under pressure on client-impacting issues.
• Willingness to learn in a complex payment-processing environment.
• More experienced candidates may be considered at a more senior level, with stronger autonomy, rigorous fix validation, code-analysis skills in C, PL/SQL and Java, and mentoring ability.

Required skills

• Nice to have: application support, defect analysis, testing, validation, problem management and incident/change validation experience.
• Nice to have: SQL, PL/SQL, Oracle, Unix/Linux, logs, scripts and data analysis.
• Nice to have: exposure to banking systems, cards, switching, ATM/POS or payment platforms.

Candidates apply by sending their application letter and CV to the company's recruitment contact.