Technical Support Executive – Payment Technology

Location: India / Remote

Shift: Night Shift – 12:00 AM to 8:00 AM IST

Working Days: 5 Days a Week

Salary: ₹20,000 – ₹25,000 per month

Employment Type: Full-Time

About the Role

We are looking for a Technical Support Executive to join our payment technology team and provide technical assistance to merchants, customers, and internal teams.

The ideal candidate should have valuable technical knowledge, strong communication skills, and the ability to understand and troubleshoot payment-related issues. The role involves handling technical queries, investigating transaction issues, coordinating with internal technical teams, and ensuring timely resolution of customer and merchant concerns.

Key Responsibilities

- Provide technical support to merchants and customers through email, chat, calls, and support channels.
- Understand and troubleshoot payment-related issues, transaction failures, declined payments, pending transactions, refunds, and payment status issues.
- Handle and respond to technical queries from merchants and customers.
- Investigate issues using transaction details, logs, API responses, error messages, and dashboards.
- Understand basic API concepts, HTTP requests/responses, status codes, JSON, webhooks, and payment flows.
- Assist merchants with basic API integration and payment gateway-related queries.
- Identify whether an issue is related to the merchant integration, payment gateway, bank, customer, or internal system.
- Coordinate with Development, DevOps, Operations, and Payment teams for issues requiring technical investigation.
- Create and maintain support tickets with proper issue details, screenshots, transaction IDs, error messages, and troubleshooting steps.
- Follow up on open issues and ensure timely resolution.
- Maintain proper documentation of recurring issues, solutions,



and troubleshooting procedures.
- Assist in monitoring payment-related incidents and communicate updates to affected merchants/customers.
- Escalate critical or production-impacting issues to the appropriate technical team.
- Maintain a professional and customer-focused approach while handling technical issues.

Technical Knowledge Required

Candidates should have a basic understanding of:

- Payment gateway / payment processing concepts
- Online payment lifecycle
- Successful, failed, pending, cancelled and refunded transactions
- Payment APIs and API integrations
- REST APIs
- HTTP methods – GET, POST, PUT, DELETE
- HTTP status codes – 200, 400, 401, 403, 404, 500, etc.
- JSON request and response structure
- Webhooks and callback URLs
- API authentication concepts
- Basic troubleshooting using browser Developer Tools
- Reading API responses and identifying errors
- Basic understanding of DNS, SSL/HTTPS and domains
- Basic database/query understanding is an advantage
- Experience with ticketing/support tools is an advantage

Customer Interaction
- Communicate clearly and professionally with merchants and customers.
- Understand the customer's problem before providing a solution.
- Explain technical issues in simple, non-technical language when required.
- Handle multiple support requests while maintaining response quality.
- Provide accurate updates instead of making assumptions.




- Maintain proper follow-up until the issue is resolved or appropriately escalated.

Required Skills
- Good written and verbal communication skills.
- Strong problem-solving and troubleshooting ability.
- Basic technical understanding of APIs and web technologies.
- Ability to understand technical documentation.
- Ability to investigate issues independently.
- Good attention to detail.
- Ability to work under pressure during payment incidents.
- Willingness to work the 12:00 AM – 8:00 AM IST night shift.
- Good documentation and ticket-handling skills.
- Customer-oriented attitude.

Preferred Experience
- 0–2 years of experience in Technical Support, Application Support, Payment Support, SaaS Support, or a similar role.
- Experience working with payment gateways, fintech, e-commerce, APIs, or financial technology products will be an advantage.
- Freshers with strong technical knowledge and communication skills may also be considered.

What You Will Learn
- Payment gateway and payment orchestration
- Merchant payment integrations
- API troubleshooting
- Payment transaction lifecycle
- Webhooks and callbacks
- Payment failure and decline analysis
- Production incident handling
- Merchant technical support
- FinTech and payment technology operations

Compensation

₹15,000 – ₹25,000 per month, based on technical knowledge, communication skills, and relevant experience.

Shift: 12:00 AM – 8:00 AM IST

Ideal Candidate

We are looking for someone who is technically curious, good with customers, and comfortable troubleshooting problems. The candidate should be able to understand a technical issue, investigate the root cause, communicate clearly with the customer, and coordinate with the technical team when escalation is required.

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: Remote

📌 Technical Support Executive – Payment Technology (India)
🏢 E PAYMENT SERVICES
📍 India