Senior Technical Support Analyst

Title: Senior Technical Support Analyst

Location: IN.Bangalore.Office

Work Type: Remote, Full Time

Job ID: 30767

Job Description:

Hi, I'm Debin Dennis, your recruiter and guide to joining CSG! We're looking for a seasoned Senior Technical Support Analyst to join our Payments Operations team and play a vital role in ensuring seamless, secure, and scalable financial transaction flows for our global clients.

In this role, you'll be the frontline of incident response, technical troubleshooting, and operational excellence across payment systems-covering card, wallet, ACH, and bank payments in a high-impact, regulated environment.

What You'll Do

• Lead technical support efforts across day-to-day payment operations (fund transfers, customer verification, payment investigations).

• Manage the incident lifecycle - from triage and troubleshooting to root cause analysis and post-mortem reporting.

• Monitor production environments, investigate logs, analyze system performance, and resolve complex L2/L3 incidents.

• Collaborate with internal stakeholders (Engineering, Finance, Compliance, Customer Success) to drive resolution and improve system stability.

• Own and report on KPIs like SLA adherence, first-time resolution rates, and escalation patterns.

• Maintain and evolve payment support documentation, SOPs, and knowledge base articles.

What You'll Bring

• Bachelor's degree in Computer Science, IT, or Engineering.

• 5+ years of experience in payments technology, with 2+ years in a leadership or escalation support role.

• Strong expertise in U.S. payment flows (card, ACH, wallet), incident management, and production support environments.

• Hands-on experience with:

• SQL/PostgreSQL, MSSQL - for data investigations and reporting

• Linux/Windows environments (log analysis, shell scripting, performance tuning)

• REST APIs and troubleshooting third-party integrations

• AWS / cloud-native tools, and optionally BI/monitoring dashboards

• Ability to work under pressure in a high-volume, high-availability production setup.

Preferred

• Experience with PCI-DSS, NACHA, or other compliance frameworks.

• Previous exposure to global or cross-border payment platforms.

• Familiarity with documenting technical workflows and partner enablement support.

• Demonstrated ability to lead process improvements and operational excellence programs.

Our Guiding Principles

• Impact - Empower customers and colleagues with every interaction.

• Integrity - Act with authenticity and respect in all that you do.

• Inspiration - Be bold, be curious, and don't be afraid to fail forward.

CSGer Perks & Benefits

• Flexible work options - Remote / Hybrid / In-Office

• Medical, Dental & Vision Insurance

• Paid Vacation, Volunteer, and Holiday Time Off

• Belonging Groups, Wellness Programs & Career Development Resources

Our Story

At CSG, we power some of the world's most iconic brands in creating unforgettable customer experiences. With over 40 years of innovation in digital monetization and customer engagement, we're shaping the future of fintech and telecom.

Our Guiding Principles:

Impact: Always help and empower others, whether they're colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what's right for our customers and our people while being authentic. We treat everyone with trust and respect-that's just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.