Application Support Engineer

Role Description

The Application Support Engineer is a full-time, on-site role based in Baghdad. This position is responsible for providing technical and operational support for BeePay’s electronic payment platforms, digital wallet application, card management systems, and related payment services.

The role involves monitoring application availability and performance, investigating transaction issues, troubleshooting system errors, and supporting Visa and Mastercard card services. The Application Support Engineer is also responsible for monitoring APIs, system integrations, application logs, and transaction flows to ensure payment services operate reliably and efficiently.

The position includes coordinating with internal teams, banks, payment networks, processors, and external service providers to resolve technical incidents, support application releases, and maintain service continuity. The Application Support Engineer also supports system testing, operational readiness, and the successful launch of new electronic payment products and services.

Qualifications

• Candidates should possess strong Application Support skills for monitoring applications, troubleshooting technical issues, and maintaining service availability.

• Candidates should possess strong Technical and Problem-Solving skills to investigate system errors, analyze transaction failures, and identify root causes.

• Candidates should possess good knowledge of Electronic Payment Systems, including digital wallets, prepaid cards, POS terminals, payment gateways, and payment switches.

• Candidates should possess good knowledge of Card Management Systems and card processing, including card issuance, activation, blocking, replacement, renewal, authorization, and transaction processing.

• Candidates should possess good SQL and Database skills for querying transaction records, analyzing data, and investigating technical issues.

• Candidates should possess good knowledge of APIs, system integrations, application logs, and transaction flows.

• Candidates should possess effective Communication skills for coordinating with technical teams, internal stakeholders, banks, payment networks, and external service providers.

• Familiarity with Visa and Mastercard services, including 3D Secure (3DS), OTP, authentication, and authorization processes, is an advantage.

• Knowledge of Linux and Windows operating environments is preferred.

• Experience with application monitoring, ticketing systems, incident management, and troubleshooting tools is an advantage.

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, Computer Engineering, or a related field.

• Minimum 3 years of relevant experience in Application Support, Payment Systems, FinTech, Banking Technology, or a similar role.

• Previous experience with digital wallets, card management systems, Visa/Mastercard services, payment gateways, payment switches, or electronic payment platforms is highly preferred.

• Ability to work under pressure, manage critical production incidents, and maintain a high level of accuracy, confidentiality, and professional integrity.

Main Responsibilities and Duties

• Provide day-to-day technical and operational support for BeePay’s wallet application, card management systems, and electronic payment platforms.

• Monitor the availability, performance, and stability of wallet, payment, and card-related applications and services.

• Support Visa and Mastercard card services, including card issuance, activation, blocking and unblocking, replacement, renewal, and other card lifecycle activities.

• Investigate and troubleshoot wallet and card transaction issues, including failed, declined, pending, reversed, and timed-out transactions.

• Support electronic payment transactions, including wallet transfers, card payments, POS transactions, online payments, cash-in, cash-out, and other payment services.

• Monitor and troubleshoot integrations with payment switches, processors, banks, Visa, Mastercard, and third-party service providers.

• Monitor APIs, application logs, system services, and transaction flows to identify technical issues and support timely resolution.

• Support card-related services and integrations, including 3D Secure (3DS), OTP, authentication, and authorization services.

• Investigate customer-reported technical issues related to the wallet application, card services, and electronic payments, and coordinate with relevant teams to resolve them.

• Coordinate with relevant technical teams, Information Security, Operations, and external service providers to investigate and resolve application incidents and production issues.

• Support application releases, deployments, upgrades, patches, configuration changes, and production testing in accordance with approved procedures.

• Perform daily application and service health checks and immediately escalate critical incidents affecting payment services.

• Monitor transaction processing and identify technical issues that may affect payment service availability, performance, or reliability.

• Provide technical support for transaction investigations and reconciliation-related issues when required.

• Support system testing, User Acceptance Testing (UAT), operational readiness, and the implementation of new electronic payment products and services.

• Maintain accurate documentation of technical incidents, investigation findings, resolutions, system configurations, known issues, and support procedures.

• Follow approved IT, Information Security, Incident Management, and Change Management policies and procedures.

• Participate in emergency and on-call support for critical payment services when required.

Key Performance Indicators (KPIs)

• Timely identification, investigation, and resolution of application incidents and technical issues.

• Availability, stability, and performance of electronic payment applications and services.

• Timely resolution of failed, declined, pending, reversed, and timed-out transaction issues.

• Accuracy and effectiveness of technical troubleshooting and root cause analysis.

• Timely escalation and resolution of critical incidents affecting payment services.

• Effective monitoring and support of Visa, Mastercard, digital wallet, and card management services.

• Accuracy and timely completion of application health checks and monitoring activities.

• Effective coordination with internal teams, banks, payment networks, processors, and external service providers.

• Successful support of application releases, system upgrades, testing, and new service launches.

• Accuracy and completeness of incident records, technical documentation, and support reports.

• Effective identification of recurring technical issues and implementation of preventive improvements.

• Compliance with approved IT, Information Security, Incident Management, and Change Management procedures.