• Handle initial support of reported application issues, potentially involving functionality, hardware, or software problems. • Gather information to support successful resolution of an issue. • Research possible solutions, using available resources (e.g., knowledgebases, existing support tickets, Gitlab tickets). • Resolve issues where identified resolution steps are documented and within the CSR II scope. • Escalate issues to senior staff when additional assistance is needed. • Act as a liaison between a customer and 3rd party when coordination is required. • Assist CSR I staff with escalated issues they are not able to resolve. • Maintain strong knowledge of the company’s products and escalation procedures.

• Evaluate complex customer issues using methodical troubleshooting based on expert knowledge of VMware functionality and develop an action plan to resolve issues • Provide hands-on assistance to end users via remote client connectivity or collaborative web meeting • Work closely with end users on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience • Replicate reported issues as needed for troubleshooting • Provide new or modified configuration to resolve incidents • Advise end users on application functionality and capabilities • Recommend changes to client training based on incident volumes and trends • Create scripts to identify, analyze and correct data issues • Thoroughly document remediation, test results, and approvals • Be a pro-active contributor to a support organization which is running 24x7x365 • Collaborate with team members in a virtual team environment to extend field experience to different client situations • Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes to improve the client experience • Participate in a 24x7x365 On Call rotation with other team members.

• Respond to customer inquiries through Slack, email, and phone • Troubleshoot basic technical issues related to operational systems • Log, organize, and track support requests and operational issues • Support the operations team with administrative coordination

CAPCO POLAND Capco Poland is a global technology and management consultancy specializing in driving digital transformation across the financial services industry. We are passionate about helping our clients succeed in an ever-changing industry. We are also: - Experts in banking and payments, capital markets and wealth and asset management - Committed to growing our business and hiring the best talent to help us get there - Focused on maintaining our nimble, agile and entrepreneurial culture About the role: We are seeking an experienced Implementation Support Engineer – Cloud Processing Service to support the delivery of modern payment processing capabilities across complex client environments. In this role, you will combine hands-on implementation expertise with knowledge of payment authorization flows and transaction processing to drive successful onboarding, integration, and production rollout. Key Responsibilities: - Support end-to-end implementation including onboarding, configuration, testing, deployment, and stabilization - Troubleshoot authorization flows, transaction routing, and response code issues - Collaborate with clients, processors, gateways, and acquirers to resolve challenges - Contribute to testing, defect triage, and production readiness activities - Analyze transaction logs and processing errors to identify root causes - Prepare documentation and runbooks for implementation and support - Work closely with stakeholders to ensure smooth delivery Required Skills & Experience: - 5–7 years of experience in payment technology or transaction processing - Strong understanding of card payment flows and lifecycle events - Experience with API integrations (REST/JSON) and webhooks - Ability to analyze logs and diagnose issues in distributed systems - Strong communication and stakeholder management skills Nice to have: - Experience with cloud-based payment platforms - Knowledge of Agile methodologies - Exposure to production support in high-volume environments ONLINE RECRUITMENT PROCESS STEPS - Screening call with the Recruiter - Competencies interview with Capco Hiring Manager - Client’s interview - Feedback / Offer We offer a flexible collaboration model based on a B2B contract, with the opportunity to work on diverse projects.