• Owning complex technical escalations end-to-end, coordinating investigations and resolution across multiple teams and system layers • Performing deep technical investigations involving SaaS application behavior, APIs, integrations, SQL databases, and containerized/cloud-native environments • Working through ambiguous, previously undocumented, or pre-runbook issues while contributing improvements back into operational knowledge and troubleshooting documentation • Collaborating effectively with Engineering, Infrastructure, Customer Success, and other teams during high-impact investigations • Writing high-quality bug reports, technical documentation, escalation summaries, and improving internal tooling and troubleshooting workflows • Participating in on-call rotations, including occasional nights, weekends, and select holidays as needed

• Provide high-quality customer support and deliver seamless software integrations across client environments. • Work closely with customers, internal development teams, and third-party vendors to ensure successful deployment, configuration, and ongoing optimization of enterprise software solutions. • Troubleshoot and resolve issues related to software functionality, user access, and system configuration. • Escalate complex incidents to development or technical teams and monitor progress through resolution. • Document issues, root causes, and solutions in the support ticketing system. • Educate clients on product features, updates, and best practices through documentation, webinars, and virtual meetings. • Gather and analyze client integration requirements. • Install, configure, and integrate software solutions with client systems and third-party platforms. • Collaborate with development teams to design, test, and validate new integrations. • Create and maintain business and technical documentation for deployment and integration processes. • Provide post-implementation support and optimize system performance. • Serve as the technical liaison between clients, internal teams, and external vendors. • Support the sales team by providing technical input during pre-sales discussions. • Share customer feedback with product and engineering teams to guide future enhancements. • Maintain and manage software configuration across integrated environments. • Contribute to project analysis and delivery activities when needed. • Identify opportunities to streamline support processes and improve customer satisfaction. • Stay current with emerging technologies, integration methods, and support best practices. • Participate in ongoing training to strengthen product and technical knowledge.

• Actively improve the customer experience; • Work with clients and their employees to identify problems and advise on the solution; • Recreate, troubleshoot and independently investigate reported issues; • Collaborate with development teams, identify errors and report bugs via internal helpdesk; • Master the support channels: Ventrata Chat, Slack and Helpdesk; • Help with client onboarding and uploading data to our systems; • Supporting internal teams with tasks beyond the job description.

• Configure and integrate new acquirers and payment providers into the payment orchestration environment; • Set up provider credentials, API access, routing logic, and payment methods within the platform; • Create and maintain merchant accounts, ensuring accurate onboarding and production readiness; • Guide merchants through technical go-live processes, including API integration and payment setup validation; • Advise clients on the most suitable integration models, including Host-to-Host (H2H), hosted payment pages, and API-based solutions; • Act as the primary technical contact for merchants after launch, handling integration-related incidents and operational support; • Troubleshoot payment processing issues, webhook failures, routing inconsistencies, tokenisation challenges, and 3DS-related errors; • Collaborate with payment providers and external partners to resolve technical incidents and minimise downtime; • Monitor live integrations and proactively identify anomalies, performance risks, or configuration issues; • Maintain clear technical documentation covering integrations, workflows, recurring issues, and support procedures.