This role is part of the Commercial Department and is responsible for providing technical expertise throughout the merchant acquisition lifecycle, from initial technical assessment and onboarding through integration, testing, go-live, and ongoing service support. The role acts as a key technical interface between merchants and internal Commercial, Engineering, Product, and Operations teams.

Key Responsibilities:

• Drive the technical onboarding and integration of Digipay merchants and payment services, ensuring successful implementation, testing, and go-live.
• Execute and coordinate technical and end-to-end test scenarios prior to production launch and ensure timely resolution of identified issues.
• Provide technical support throughout the merchant lifecycle and ensure the stability, availability, and performance of integrated payment services.
• Analyze, troubleshoot, and resolve technical issues across merchant integrations and payment services.
• Review application and system logs and leverage relevant technical tools to identify root causes, track errors, and drive issues through resolution.
• Identify, document, and follow up on technical defects and coordinate with relevant teams until final resolution.
• Maintain comprehensive technical documentation covering integrations, processes, operational procedures, and troubleshooting knowledge.
• Analyze merchant and service performance data and prepare actionable reports and insights for Commercial and relevant stakeholders.
• Monitor and follow up on SLA and OLA commitments to ensure timely and effective service delivery.
• Manage, prioritize, and track merchant-related technical activities and deliverables through Jira.
• Work closely with Commercial, Engineering, Product, Operations, and Business teams to facilitate merchant acquisition, integration, service delivery, and continuous improvement initiatives.
• Act as a technical point of contact for merchants and internal stakeholders, translating business and merchant requirements into practical technical solutions.
• Identify opportunities to improve merchant onboarding, integration processes, service quality, and operational efficiency.
• Propose and drive solutions to recurring technical and operational challenges.
• Provide technical guidance to team members and coordinate team activities when required.

Professional Competencies:

• Strong stakeholder management and communication skills, with the ability to effectively engage with merchants, business stakeholders, and technical teams.
• Strong commercial awareness and the ability to understand merchant needs and translate them into effective technical solutions.
• Excellent analytical and problem-solving skills, with a structured approach to identifying root causes and driving issues to resolution.
• Strong ownership and accountability, with the ability to proactively follow up on tasks, issues, and commitments.
• Ability to manage multiple priorities, competing deadlines, and cross-functional initiatives in a fast-paced environment.
• Strong negotiation, influencing, and presentation skills, particularly when working with merchants and cross-functional stakeholders.
• Ability to build effective working relationships across Commercial, Engineering, Product, Operations, and Business teams.
• Proactive mindset with a strong focus on continuous improvement, service quality, and customer experience.
• Strong attention to detail and ability to make sound decisions based on data and technical analysis.
• Ability to provide technical leadership, coordinate team activities, and support team members when required.
• Adaptable and comfortable working in an evolving payment and fintech environment.