Production Support Engineer

Production Support Engineer

Join CellPoint Digital: Shape the Future of Payments with Us!

At CellPoint Digital, we're revolutionizing the way businesses in the air, travel, and hospitality sectors manage their payments.

With our Leading Payment Orchestration Platform, we're turning payments into a strategic advantage, helping clients optimize their payment experience to boost profits, maximize approvals, lower costs and take control of their payment, resulting in more money to the bottom line.

We believe payments should be a strategic asset, delivering financial, customer, and operational value. Our vision is to unify the payment ecosystem, opening up a world of opportunities for leading brands in the air, travel, and hospitality industries. We transform the payment supply chain from a cost center into a profit engine, turning every transaction into an opportunity for growth and competitive advantage.

At our core, we're innovators and problem-solvers united by five key values: Mission First, Ownership, Trust & Transparency, Drive, and One Team. We're ambitious professionals who embrace accountability and transform payments together.

Our diverse community spans the globe, with hubs in Buenos Aires, Bogota, Copenhagen, Dallas, Dubai, London, Mexico, Miami, Pune, Singapore, and Sofia, along with remote team members worldwide. We celebrate the unique perspectives and experiences that make our team extraordinary.

Join us as a Production Support Engineer on our mission to turn payments into possibilities!

As a Product Support Engineer at CellPoint Digital, you'll be at the forefront of supporting our customers by delivering fast, accurate, and exceptional technical assistance. In this role, you'll combine sharp investigative skills with a keen eye for detail to quickly identify anomalies in payment flows, troubleshoot complex issues, and provide timely solutions that minimize customer impact.

You'll liaise directly with merchants and partners, while working closely with cross-functional teams including Product, Development, Program, and Account Management, acting as the bridge between our customers' technical needs and CellPoint Digital's platform capabilities.

Experience in the Travel, Payments, or Fintech industries, along with exposure to startup or scale-up environments, will be highly advantageous. A qualification in ITIL or Continuous Improvement is also desirable.

How You Will Make an Impact:

1. Customer-Facing Technical Support
• Act as the primary technical point of contact for merchants, PSPs, and partners.
• Handle escalations from account managers or customer support, ensuring timely and professional communication.
• Translate complex technical issues into clear, actionable updates for customers.
2. Fast Investigation & Issue Resolution
• Analyse payment flows, transaction logs, and API calls to quickly identify anomalies.
• Troubleshoot issues like failed authorizations, settlement delays, or integration errors.
• Provide accurate solutions or workarounds while minimizing impact on the customer's business.
3. Incident Management & Communication
• Be part of the incident response process, ensuring customers are updated throughout.
• Collaborate with internal engineering/product teams to resolve issues.
• Provide detailed post-incident reports (RCA) to customers.
4. Cross-Functional Liaison
• Work closely with Product, Development, Program and Account Management teams.
• Represent the "voice of the customer" internally, ensuring product changes address real-world issues.
• Support rollout of new features by helping customers integrate and adopt them smoothly.

Skills you will have fine-tuned:

• Experience: 2–3 years in Application Support, preferably within production environments.
• Domain Knowledge: Prior hands-on experience in the payment's domain is mandatory.
• Technical Skills: Proficient in analysing and troubleshooting application logs using various tools.
• Customer Support: Proven experience delivering customer service and technical support to large enterprise clients, preferably in the airline industry.
• Tools & Platforms: Strong working knowledge of Jira (or similar ticketing/incident management systems).
• Frameworks & Practices: Familiar with ITIL best practices in Incident, Problem, and Change Management.
• Soft Skills: Strong communication, problem-solving, and collaboration skills with the ability to work effectively with cross-functional teams.

What's in it for you:

• We offer you the opportunity to be an innovator, challenge the status quo, and redefine the payments category.
• Competitive salary in a fast-growing start-up.
• Rewards & Recognition system.
• Opportunity for personal and professional growth in a dynamic industry.
• Work from anywhere in the world; we're a fully distributed company, and we provide the tools, culture, and support to make your work setup work for you.
• Joining a scaling company that is growing and an opportunity to have great impact.
• Occasional travel to India.

What makes CellPoint Digital a leader in the payment landscape isn't just our technology - it's our people and how we work together. We've built a global community where diverse talents and perspectives unite to create innovative solutions. When you join us, you become part of something bigger: a collaborative culture that crosses borders and disciplines, bringing out the best in every team member to deliver breakthrough results for our clients and partners.

Together, we are transforming the payments industry - challenging, supporting, and inspiring one another in the process.