Why this role exists:
This role exists to ensure the uninterrupted, secure flow of transactional operations across our global networks. You’ll help us protect revenue and maintain platform integrity by owning the end-to-end resolution of payment anomalies, mitigating fraud risks, and optimizing partner communications.
What you’ll drive:
Incident Response & Transaction Engineering
- Own the end-to-end investigation and resolution of multi-step payment anomalies and transaction-related issues.
- Ship rapid, accurate solutions for escalated operational bottlenecks to minimize processing downtime.
- Monitor real-time alerts and track incoming system anomalies utilizing tools like Grafana.
- Analyze transaction logs within PSP backoffices to diagnose root causes of processing failures.
Risk Mitigation & Compliance
- Execute daily anti-fraud and financial fraud operational workflows to protect platform liquidity.
- Enforce strict adherence to company procedures and international payment regulatory standards.
- Escalate highly sensitive, complex systemic issues to the supervisor or cross-functional security teams when guardrails are breached.
Partner & Stakeholder Architecture
- Partner with internal product engineering teams and external payment service providers (PSPs) to unblock processing pipelines.
- Communicate technical issues clearly and professionally to external partners, ensuring rapid SLA compliance.
- Notify affected internal teams and clients immediately regarding critical service disruptions or localized processing degradations.
Operational Evolution
- Identify recurring transactional friction points and transform those insights into actionable workflow improvements.
- Optimize customer support workflows by pinpointing systemic sources of user payment friction.
- Measure your personal and team output against monthly operational efficiency and accuracy targets.
What makes you a GR8 fit
Must-have
- 1+ years of experience in Customer Support, Payments Operations, or a similarly fast-paced operational environment, experience in the iGaming industry is a plus.
- Solid operational understanding of the online payments ecosystem, including processing flows and industry standards.
- Hands-on experience navigating monitoring setups (Grafana) and managing incidents via ticketing ecosystems (Jira).
- Technical proficiency in using PSP back-offices for log analysis alongside a solid grasp of Microsoft Excel for data parsing.
- Professional English proficiency (Intermediate/Upper-Intermediate) and Proficiency in Ukrainian or Russian languages.
- Proven multitasking execution, with a track record of prioritizing high-volume data queues under strict SLA deadlines.
Nice-to-have
- Experience working directly with diverse regional payment regulations across multiple geographies.
- Proven autonomy in managing isolated operational tasks from start to finish without constant oversight.
- Background in analyzing complex, multi-step fraud patterns.