Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
L3 Technical Support Lead
Como is the pioneer of Data-Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue, build strong relationships with their clients, know them better, and keep them coming back. Como’s turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size business. It features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omnichannel communication, auto-generated AI campaigns, customized and branded mobile app, and much more.
Are you looking for an opportunity to work in a fast-growing company in a positive and friendly team environment? If so, we may be the business for you!
We are looking for a detail-oriented, technically adept, and analytical L3 Technical Support Lead with great technical, relational, and communicational skills and who excels at problem solving. This candidate will be responsible for providing an excellent support experience by diagnosing and resolving complex issues.
What Part Will You Play?
- Act as the final escalation point for complex technical issues that cannot be resolved by L1/L2 teams.
- Analyze logs, code-level behavior, and infrastructure to diagnose and resolve issues in loyalty program systems and mobile/web apps.
- Perform thorough route cause analysis and provide detailed reports to stakeholders.
- Suggest code fixes, configuration changes, or process improvements to prevent recurring issues.
- Liaise with development teams for bug tracking, patch development, and deployment.
- Contribute to sprint planning when production incidents reveal technical debt or product issues.
- Occasionally interact with enterprise customers for high-severity issues, often alongside Customer Success or Account Managers.
- Provide updates during critical issue resolution and ensure SLAs are met.
- Use monitoring tools to proactively identify and address system anomalies or service degradations.
- Collaborate with DevOps/SRE to improve observability and incident response processes.
- Create scripts, tools, or dashboards to assist in diagnosis or improve operational efficiency.
- Work with internal teams to automate repetitive support tasks.
- Maintain internal runbooks, troubleshooting guides, and RCA documentation.
- Train L1/L2 teams on new tools, features, or recurring issues.
What Are We Looking For in This Role?
Minimum Qualifications
- 5+ years in technical support, software engineering, or DevOps roles
- Strong experience with:
- APIs (REST/GraphQL) – debugging and testing using tools like Postman, cURL
- Mobile/Web Applications – understanding app behavior, logs, and deployments
- Database querying – MySQL, PostgreSQL, MongoDB or similar
- Log analysis – tools like ELK, Datadog, Kibana, Postman, or equivalent
- Knowledge of loyalty program platforms, customer reward mechanisms, or marketing tech
- Solid understanding of Linux-based systems and basic system administration
- Experience with version control (e.g., Git) and ticketing systems (JIRA, Zendesk, etc.)
- Strong problem-solving and communication skills
- Excellent troubleshooting under pressure, especially for production incidents
- Strong collaboration across teams (support, engineering, product)
- Comfortable working in agile environments and dynamic priorities
- Strong written communication for ticket resolution, documentation, and reports
The teams provide technical support coverage for our clients in different regions worldwide, therefore, the work timings are as follows 12.30pm to 10pm.(Saturday & Sunday off).
In addition to a competitive salary, you’ll have access to an excellent benefits package, including:
- Tier 1 medical insurance for team member and dependents upon joining (worldwide coverage)
- A positive, productive, and energetic work environment!
- 25 days annual holiday
- Global career progression opportunities
- Wellbeing initiatives, regular social events and charitable initiatives to give back to our community
- Office with amazing views on JLT park, lake and Dubai Marina
- Exciting team-building activities
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].
