Merchant Support Officer (Technical)

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: TYPE OF WORK

Full Time

: SALARY

N/A

: HOURS PER WEEK

45

: DATE UPDATED

Sep 16, 2026

JOB OVERVIEW

We are hiring a technical Merchant Support Officer to help merchants integrate our payment APIs and to resolve live transaction issues. You will be the first technical point of contact over live chat and email, and you will work closely with engineering, product, and operations.

Working hours:
Monday - Friday 1:00 PM – 11:00 PM Manila

What you will do

API integrations
- Oversee merchant API integrations from sandbox to live
- Guide merchants on credentials, endpoints, authentication, webhooks/callbacks, and test cases
- Review integration setups and flag missing fields, wrong environments, or weak error handling before go-live
- Support certification / UAT and confirm a clean first live transaction
- Track integration status and follow up on blocked merchants

Transaction support
- Troubleshoot failed, pending, declined, duplicated, or delayed transactions via live chat and email tickets
- Investigate using transaction IDs, logs, response codes, merchant payloads, and gateway status
- Explain the issue and the fix in plain English, with exact next steps
- Reproduce issues in sandbox when needed and confirm whether the cause is merchant-side, API, or bank/gateway
- Escalate bugs, outages, and bank-side failures to engineering or operations with full evidence

Other core tasks
- Own tickets end to end: acknowledge, diagnose, update, resolve or escalate, then close with a clear summary
- Monitor recurring errors after go-live and push merchants or internal teams to fix the root cause
- Assist with settlement, reconciliation, refund, void, and chargeback queries when they are tied to a technical issue
- Maintain API FAQs, canned replies, and troubleshooting playbooks
- Flag gaps in documentation, error messages, or the merchant dashboard
- Liaise with product, engineering, risk, and finance so merchants are not bounced between teams
- Handle ad-hoc technical admin: test accounts, credential resets, webhook retries, and go-live checklists

What we’re looking for

Must-have
- Experience in technical support, merchant support, payments, or API onboarding
- Ability to read API docs, JSON, HTTP status codes, and webhook events
- Strong written English for chat and tickets
- Calm, structured troubleshooting under time pressure
- Comfortable with ticketing tools and live chat

Nice to have
- Payments experience (cards, e-wallets, QR, payouts)
- Tools such as Postman, log viewers, or payment gateway dashboards
- Basic understanding of settlement, MID setup, 3-D Secure, or chargebacks
- Experience supporting merchants in production, not only Level 1 FAQ support

How to apply

Send your CV and a short note covering:
1. Relevant technical / payments support experience
2. Whether you have handled API integrations or transaction troubleshooting
3. Expected monthly salary (PHP)
4. Earliest start date

SKILL REQUIREMENT

Technical Support API Development Payment Processing

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Job Post	Reporter	Rank	Reason	Date

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Merchant Support Officer (Technical)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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