We are looking for an experienced and motivated Postilion Support Engineer – ISO 8583 & Card Payments to support mission-critical payment-switching environments in Saudi Arabia.
The successful candidate will provide production support for ACI Postilion environments, ensuring the availability, stability, and health of card-payment services across ATM, POS, and switching platforms.
The role will involve 24x7 operational support, transaction troubleshooting, incident and problem management, performance monitoring, application configuration, deployment support, and direct coordination with customers and ACI product teams.
Job Description
Key Responsibilities
- Provide 24x7 production support coverage for ACI Postilion environments.
- Investigate transaction failures, switching issues, authorization errors, message-processing failures, and payment incidents.
- Perform root-cause analysis and contribute to problem-management activities.
- Support application configuration, release, deployment, and change-management activities.
- Monitor payment-switch performance, transaction health, system availability, and operational indicators.
- Troubleshoot ATM, POS, card-payment, and switching-platform issues.
- Coordinate incident resolution with customers, internal technology teams, operations, and ACI product teams.
- Escalate product defects and complex technical issues where deeper architecture or vendor expertise is required.
- Participate in operational reviews, service governance meetings, incident reviews, and performance discussions.
- Maintain operational procedures, runbooks, troubleshooting guides, and support documentation.
- Support service improvements, monitoring enhancements, and recurring-incident reduction initiatives.
- Build strong customer relationships through regular onsite engagement and support presence in Saudi Arabia.
- Ensure production support activities follow agreed service-management, security, and operational procedures.
Required Skills & Experience
- Hands-on production support experience with ACI Postilion.
- Strong knowledge of ISO 8583 and card-payment transaction processing.
- Experience supporting ATM, POS, and payment-switching platforms.
- Strong understanding of transaction authorization, switching, card acquiring, card issuing, and payment-processing flows.
- Proven experience investigating transaction failures, application errors, switching issues, and system incidents.
- Strong Linux/Unix troubleshooting skills.
- Strong SQL skills for transaction, application, and database troubleshooting.
- Experience with incident management, problem management, root-cause analysis, and performance management.
- Experience supporting application configuration, deployments, releases, and production changes.
- Ability to monitor transaction health, switch performance, system availability, logs, and operational alerts.
- Experience coordinating issue resolution with customers, technology teams, and third-party product vendors.
- Strong documentation, communication, customer engagement, and stakeholder-management skills.
- Ability to work in a 24x7 support model, including shifts, standby, or on-call coverage.
- Willingness to maintain a regular onsite presence in KSA.
Preferred Skills
- Experience with Postilion Realtime, Postilion Office, BASE24, Way4, or similar payment-switching platforms.
- Knowledge of ATM, POS, e-commerce, card issuing, card acquiring, and payment-gateway integrations.
- Experience with EMV, debit-card, credit-card, authorization, settlement, and reconciliation processes.
- Familiarity with monitoring and ITSM tools such as ServiceNow, Jira, Splunk, Dynatrace, AppDynamics, Grafana, or similar platforms.
- Experience developing shell scripts or automation for monitoring and operational support.
- Knowledge of ITIL service-management practices.
- Experience working in banking, financial services, payments, or other regulated environments.
What You’ll Bring
- A strong production-support mindset focused on availability, stability, and customer service.
- The ability to troubleshoot complex payment and switching issues under pressure.
- Strong analytical and root-cause analysis skills.
- Clear communication with technical and non-technical stakeholders.
- A proactive approach to improving operational procedures, monitoring, and service quality.
