Summary Description

At Certegy, we’re helping to change the payments landscape by providing faster and more efficient ways to securely connect retailers and consumers. Our technology provides both traditional and cutting-edge techniques for merchants to accept and verify payments.

Our customers range in size from the largest retailers in America to locally owned small businesses, many of which have relied on us for over fifty years to provide check verification and warranty services, Automated Clearing House (ACH) payment solutions, and risk management expertise.

We are searching for an Application Support Analyst to assist with expedient resolution to Certegy production issues and to assist with customer configuration and implementation.

Duties & Responsibilities

• Possess strong technical knowledge across multiple products to resolve customer issues and provide application support.
• Provide customer-facing Tier 2 technical support, researching and resolving application production issues.
• Facilitate root cause investigations and implement corrective and preventative measures.
• Collaborate with development, operations, and support teams to drive stability, operational excellence, and customer success.
• Work with Tier 1 Support and Account Management to ensure accurate communication and timely customer notifications.
• Take an active role in customer communications during service outages, planned maintenance, and patches.
• Assist with documentation for Tier 1 support and internal knowledge-sharing.
• Work closely with the product team to develop expertise in products and industry trends.
• Participate in on-call support rotation.
• Convey technical and conceptual topics to non-technical personnel.
• Coordinate IT changes with Certegy’s IT team and vendors, ensuring proper documentation and customer communication.
• Analyze system logs and trace transactions across multiple systems to diagnose and resolve issues.
• Utilize monitoring tools (e.g., AWS CloudWatch, OCI Logging) to detect anomalies and troubleshoot incidents.
• Document troubleshooting steps, findings, and resolutions for future reference and process improvement.
• Proactively monitor system health, performance, and transaction flows to ensure optimal operation.
• Respond to alerts and incidents promptly, minimizing downtime and service disruptions.

Job Requirements

• 5+ years of experience in Application Support, with hands-on expertise in business systems, server technology, storage systems, information security, and related data technologies.
• 3-5 years of experience managing 24/7 IT Production Systems and/or IT Security operations.
• Proficiency in Agile and Waterfall development environments and experience with tracking and documentation systems.
• Strong interpersonal and collaboration skills to work with technical teams and resolve issues effectively.
• Customer-facing experience with strong client servicing skills required.
• Experience working with RESTful APIs and customer-facing portals is a plus.
• Proficiency in AWS CloudWatch for monitoring, logging, and setting up alerts.
• Strong SQL skills, including query optimization, database management, and stored procedures.
• Comfortable working in a Linux environment.
• Native-level English proficiency, both verbal and written.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Demonstrated ability to meet deadlines while maintaining attention to detail and accuracy.
• Detail-oriented with strong analytical and problem-solving skills.

Preferred Qualifications

• Experience in a customer-facing role working with enterprise or mid-market sized accounts, preferably in fintech, financial services, consulting, technology, or software desired, but not required.