Technical support specialist

Descripción del cargo

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Key Responsibilities

Act as the primary technical point of contact for assigned clients.

Investigate and resolve issues related to transaction processing, card systems (POS/ATM), fraud, chargebacks, and 3DS.

Follow incident management procedures, ensuring proper escalation and communication.

Analyze transaction data and provide insights to improve service and product performance.

Collaborate with internal teams and third parties to resolve root causes and prevent recurring issues.

Contribute to process improvements and documentation updates.

Required Qualifications

Proven experience in technical customer support or client-facing roles within payments, banking, or transaction processing environments.

Strong knowledge in SQL Databases as MySQL

Understanding of card processing systems (POS, ATM), fraud prevention, 3DS, chargebacks, and payment gateways.

Hands-on experience with APIs (SOAP/REST), SQL, XML/JSON.

Familiarity with tools such as Jira, Confluence, Postman, ELK, and data analysis tools (Excel or similar).

Strong analytical and problem-solving skills.

Ability to manage multiple priorities in a fast-paced environment.

Excellent written and verbal communication skills in English.

Preferred Qualifications

Experience with Visa/Mastercard processing and scheme regulations.

Knowledge of fraud detection tools and payment security systems.

Experience in B2B operational or fintech environments.