Senior Technical Support Analyst

In this role, you’ll be the frontline of incident response, technical troubleshooting, and operational excellence across payment systems—covering card, wallet, ACH, and bank payments in a high-impact, regulated environment.

What You’ll Do

• Lead technical support efforts across day-to-day payment operations (fund transfers, customer verification, payment investigations).
• Manage the incident lifecycle – from triage and troubleshooting to root cause analysis and post-mortem reporting.
• Monitor production environments, investigate logs, analyze system performance, and resolve complex L2/L3 incidents.
• Collaborate with internal stakeholders (Engineering, Finance, Compliance, Customer Success) to drive resolution and improve system stability.
• Own and report on KPIs like SLA adherence, first-time resolution rates, and escalation patterns.
• Maintain and evolve payment support documentation, SOPs, and knowledge base articles.

What You’ll Bring

• Bachelor’s degree in Computer Science, IT, or Engineering.
• 5+ years of experience in payments technology, with 2+ years in a leadership or escalation support role.
• Strong expertise in U.S. payment flows (card, ACH, wallet), incident management, and production support environments.
• Hands-on experience with:
• SQL/PostgreSQL, MSSQL – for data investigations and reporting
• Linux/Windows environments (log analysis, shell scripting, performance tuning)
• REST APIs and troubleshooting third-party integrations
• AWS / cloud-native tools, and optionally BI/monitoring dashboards
• Ability to work under pressure in a high-volume, high-availability production setup.

Preferred

• Experience with PCI-DSS, NACHA, or other compliance frameworks.
• Previous exposure to global or cross-border payment platforms.
• Familiarity with documenting technical workflows and partner enablement support.
• Demonstrated ability to lead process improvements and operational excellence programs.

Our Guiding Principles

• Impact – Empower customers and colleagues with every interaction.
• Integrity – Act with authenticity and respect in all that you do.
• Inspiration – Be bold, be curious, and don’t be afraid to fail forward.

CSGer Perks & Benefits

• Flexible work options – Remote / Hybrid / In-Office
• Medical, Dental & Vision Insurance
• Paid Vacation, Volunteer, and Holiday Time Off
• Belonging Groups, Wellness Programs & Career Development Resources

Accessibility at CSG

If you need special assistance or accommodations during the application process, contact us at +1 (402) 431-7440 or accommodations@csgi.com.

Our Story

At CSG, we power some of the world’s most iconic brands in creating unforgettable customer experiences. With over 40 years of innovation in digital monetization and customer engagement, we’re shaping the future of fintech and telecom.