This role is pivotal in strengthening technical capability at the Level 3 escalation layer, providing expert support for complex merchant queries and leading incident remediation across gateway platforms
Job Summary
This role is pivotal in strengthening technical capability at the Level 3 escalation layer, providing expert support for complex merchant queries and leading incident remediation across gateway platforms.
You will combine technical expertise with leadership responsibilities, acting as the first point of escalation for high-impact technical issues while supporting and mentoring junior colleagues.
A key focus of the role is to develop team capability, improve service resilience, and reduce reliance on senior escalation points by sharing knowledge and supporting ongoing team development.
Matching Summary
This role is pivotal in strengthening technical capability at the Level 3 escalation layer, providing expert support for complex merchant queries and leading incident remediation across gateway platforms.
Skills & Requirements
Must-have
Technical expertise in payment gateways
Experience with Microsoft and Linux environments
Basic SQL querying and reporting
Strong customer service background
Incident management and escalation handling
Knowledge of eCommerce transaction flows and SCA
Proficiency in Microsoft Office tools
Nice-to-have
Leadership and mentoring skills
Good knowledge of UK card processing industry
Ability to inspire high performance
Strong decision-making abilities
Adaptability to new systems and regulations
Excellent communication skills
Ability to manage multiple priorities
Key Requirements
Experience with Microsoft and Linux environments
Basic SQL querying skills
Strong customer service experience
Leadership experience with coaching and mentoring
Knowledge of payment mandates such as Strong Customer Authentication
Ability to handle complex technical and operational issues
Experience in incident management and client communications