Product Support Engineer

Join CellPoint Digital: Shape the Future of Payments with Us!

At CellPoint Digital, we re revolutionizing the way businesses in the air, travel and hospitality sectors manage their payments.

With our Leading Payment Orchestration Platform , we re turning payments into a strategic advantage, helping clients optimize their payment experience to boost profits, maximize approvals, lower costs and take control of their payment, resulting in more money to the bottom line.

We believe payments should be a strategic asset , delivering financial, customer, and operational value. Our vision is to unify the payment ecosystem, opening up a world of opportunities for leading brands in the air, travel, and hospitality industries. We transform the payment supply chain from a cost centre into a profit engine , turning every transaction into an opportunity for growth and competitive advantage.

At our core, were innovators and problem-solvers united by five key values: Mission First, Ownership, Trust Transparency, Drive, and One Team. Were ambitious professionals who embrace accountability and transform payments together.

Our diverse community spans the globe, with hubs in Copenhagen, Dallas, Dubai, London, Miami, Pune, Buenos Aires, Bogota, Mexico and Singapore, along with remote team members worldwide. We celebrate the unique perspectives and experiences that make our team extraordinary.

Join us as a Product Support Engineer on our mission to turn payments into possibilities!

Product Support Engineer (B2B, L2 Support)

We are currently looking for full-time Application Support Engineers with preferred experience in payment-tech for our Pune, India location. In this role, you will be supporting our Leading Payment Orchestration Platform worldwide for our B2B merchants.

You are proactive and passionate in delivering exceptional customer service. You should possess extensive experience in application support in a fast-paced environment with an eye for details, excellent problem solving and analytical skills.

This role requires knowledge of Incident, Event, Problem and Change management lifecycle using ITIL best practices and company standards.

How You Will Make an Impact:

• Maintain relationships with our merchants whilst delivering outstanding customer service working in rotational 9-hour shifts, 24x7
• Ensure that customer support calls are categorized, prioritized, assigned, logged and resolved in a professional manner
• Analyze the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
• Work towards SLAs to resolve queries and incidents, providing excellent customer service to the organization
• Allocate calls to the relevant resolver group, initiate escalation procedures and manage incidents
• Understand and operate the escalation process
• Manage and safeguard the confidentiality, integrity and availability of company and customer information
• Ensure compliance with organization policies, procedures and work instructions
• Produce statistics and management reports
• Proactively investigate ways to reduce common issues and publish self-help guides to assist the customer base
• Update and maintain Standard Operating Procedures
• Support customers via email/chat/phone in regions such as US/UK/LATAM/APAC

Skills you will have fine-tuned:

• Minimum 1-4 years extensive application support experience in a B2B, L2 support function
• Proficiency in SQL, basic Unix, Log analysis, APIs debugging application events.
• Working knowledge of tools such as Postman, Cloud consoles, JIRA Service Desk, and Confluence
• Experience in software quality testing
• Bachelor s degree in IT / Engineering
• 100% customer focus mentality
• Knowledge of the payment-tech domain is preferred
• You are eager to bring your unique talents and authenticity to the CellPoint Digital community
• You have excellent communication and relationship-building skills
• You approach challenges with a solution-oriented mindset
• You can work independently and take pride in delivering the best solutions
• Youre constantly curious and a lifetime learner
• You enjoy supporting cross-functional initiatives and projects in a team where you are empowered and accountable
• You thrive in a fast-paced environment and the challenge of managing multiple projects simultaneously while prioritizing high-return work
• You are able to thrive in a remote first arrangement with a distributed organization in multiple time zones
  
  

Whats in it for you:

• We offer you the opportunity to be an innovator, challenge the status quo, and redefine the payments category
• Competitive salary in a fast-growing start-up
• Medical insurance with coverage for dependents (parents, spouse, children)
• Rewards Recognition system
• Opportunity for personal and professional growth in a dynamic industry
• Work from anywhere in the world; were a fully distributed company, and we provide the tools, culture, and support to make your work setup work for you

What makes CellPoint Digital a leader in the payment landscape isn t just our technology - it s our people and how we work together. We ve built a global community where diverse talents and perspectives unite to create innovative solutions. When you join us, you become part of something bigger: a collaborative culture that crosses borders and disciplines, bringing out the best in every team member to deliver breakthrough results for our clients and partners.

Together, we are transforming the payments industry - challenging, supporting and inspiring one another in the process.