Integration & Tech Support Lead - LibertePay Limited

About the Role

Own the technical face of the platform to our merchants - from the moment they finish commercial onboarding with the Operations team, through go-live, and across the full life of their relationship with us. You are simultaneously a hands-on integration engineer, a tier-2 technical support specialist, and a developer-experience owner (SDKs, docs, changelog). Your work is what turns signed merchants into transacting merchants, and keeps engineering focused on building instead of firefighting.

Key Responsibilities

Technical Merchant Onboarding (~40% of time)

• Own the technical onboarding journey for every new merchant once the Operations team completes KYB and commercial setup.
• Generate and provision API keys, sandbox credentials, and webhook endpoints; walk merchants through their first successful sandbox transaction.
• Support merchants integrating our REST APIs — reviewing their request/response payloads, diagnosing authentication and signature issues, validating webhook handling and idempotency.
• Coordinate plugin and SDK installation for merchants using e-commerce platforms (Shopify, WooCommerce, Magento, or equivalent) — remotely if the merchant's team can't self-serve.
• Run the go-live checklist: production credentials, first live transaction, monitoring alert setup, agreed rollback plan.
• Coordinate handoffs with Operations after go-live so the merchant has a clear commercial contact separate from their technical contact.

Tier-2 Technical Support (~25% of time)

• Serve as the primary L2 escalation point for merchant tickets that require technical depth — transaction investigations, reconciliation queries, webhook debugging, integration bug triage.
• Investigate production issues by reading application logs, tracing transactions across services, and querying the database (read-only, within compliance scope) to determine root cause.
• Distinguish clearly between merchant integration errors (where you coach the merchant), platform bugs (where you file a well-scoped ticket to Engineering with reproduction steps), and P1 incidents (where you escalate immediately to the on-call engineer).
• Own the quality of tickets that reach Engineering — no ticket goes to the backend team without reproduction steps, expected vs. actual behaviour, and log excerpts.
• Participate in post-incident reviews as the merchant-side voice — what did the merchant see, when, and how did they hear from us.

Documentation, SDKs & Developer Experience (~25% of time)

• Own the merchant-facing developer documentation end-to-end — API reference, integration guides, quick-start tutorials, error-code catalogue, webhook payload reference.
• Own the public changelog — every release surfaces to merchants in accurate, plain, non-marketing language.
• Maintain plugins and SDKs — versioning, release notes, minor fixes; escalate architectural changes to Engineering.
• Curate sample code and integration recipes covering the top-5 use cases (one-off charge, recurring, marketplace split, refund, chargeback response).
• Feed doc-quality signals back into Definition of Done with the Senior Quality Engineer — every merchant-facing change must ship with a doc update.

Merchant & Cross-Team Collaboration (~10% of time)

• Sit in the fortnightly product-trio sync (Head of Product + Head of E&D + UX/UI) as the voice of the merchant — bring the top pain points, most-repeated tickets, and integration friction points into the roadmap conversation.
• Partner with the Full-Stack Engineer (Merchant Platform & Mobile Backend) to translate recurring tickets into UX or API improvements that structurally reduce ticket volume.
• Participate in release readiness reviews run by the Senior Quality Engineer — you are the person who confirms the changelog is merchant-ready and drafts merchant comms for the release.
• Collaborate with the Operations team on merchant transitions — new signups, escalations that cross commercial-and-technical lines, and merchant offboarding technical steps.

Source Control and Delivery Pipeline

Our team runs on GitLab end-to-end — source control, merge requests, code review, CI/CD pipelines, and delivery tracking. You will use GitLab Issues / Boards daily for ticket triage and to file well-scoped bugs into the engineering backlog. You will maintain merchant-facing documentation, SDK code, plugins, and the public changelog in GitLab repositories, working through merge request workflows with reviewers. You do not need to author full gitlab-ci.yml pipelines, but you should read them fluently and contribute doc-site or SDK-build job changes when needed.

Must-Have Technical Experience

• REST API troubleshooting from the consumer side — reading OpenAPI/Swagger specs, crafting requests with Postman/Insomnia/curl, interpreting HTTP status codes, decoding authentication schemes (bearer tokens, HMAC signatures, mTLS at a conceptual level).
• Webhook debugging — signature verification, retry semantics, idempotency, replay windows.
• Log analysis — comfortable reading structured application logs, correlating request IDs across services, and using a mainstream log aggregation platform (ELK, Loki, CloudWatch, Datadog, or equivalent).
• SQL fluency for investigations — read-only queries against a mainstream relational database to trace transactions, reconciliations, and merchant state; understands why write access is deliberately withheld from support.
• Developer documentation authoring — hands-on experience writing and maintaining docs in a docs-as-code tool (Docusaurus, Mintlify, ReadMe.com, GitBook, or equivalent), versioned with the SDK.
• Small-scope coding — comfortable submitting merge requests for plugin fixes, SDK version bumps, sample-code updates, and documentation changes. This is not a heavy-coding role, but silence on the codebase is not acceptable.
• Ticketing systems — hands-on experience running a support queue with SLAs (chat, email, phone), triaging, prioritising, and escalating.
• E-commerce platform plugins — familiarity with the installation and configuration flows for at least one of Shopify, WooCommerce, Magento, or equivalent.
• GitLab — comfortable with merge request workflows, Issues / Boards, and reading pipelines.
• Fintech/payments domain experience is critical — direct exposure to at least one of: payment gateways, card processing, wallets, mobile money, acquiring, or settlement systems. You understand transaction lifecycles, chargebacks, reconciliation, and settlement timing well enough to explain them to a merchant's developer.

Nice-to-Have

• Prior developer relations (DevRel) experience — public speaking, community engagement, blog authoring.
• Client-side scripting for maintaining and demonstrating sample-code snippets in merchant docs.
• Experience with KYC/KYB/sanctions-screening providers from the integration side.
• Familiarity with PCI DSS, ISO 27001, and ISO 22301 — especially the parts that affect what support may access, log, and disclose.
• Experience running a public changelog and release-notes discipline in a regulated environment.
• Community management — moderating a developer forum, Slack/Discord community, or Stack Overflow tag.

Compliance & Confidentiality

• Comfortable working under PCI/DSS, ISO 27001, and ISO 22301 control frameworks with Parent Company security and continuity oversight. You will handle merchant PII and transaction data daily and must understand the difference between what may be viewed, what may be quoted in a reply, and what may be logged in a ticket.
• Committed to the principle of least-privilege access — never asks for production write access, never asks a merchant for full card numbers or CVV, never pastes sensitive data into shared channels.
• Signs standard NDA at offer stage; understands that stack, architecture, and vendor specifics are disclosed only after signing and only on a need-to-know basis.

Required Qualification & Experience

• Minimum 5+ years of professional experience in technical support engineering, integration engineering, developer relations, or a comparable hands-on customer-facing technical role, with at least 2+ years in fintech / payments.
• Degree in Computer Science, Engineering, Information Systems, or equivalent professional experience.
• Fluent written English; able to author clear developer documentation, integration guides, changelogs, and merchant-facing incident communications.

Behavioural Competencies

• Merchant empathy without over-promising — genuinely cares about merchant outcomes, but never commits Engineering to timelines they haven't agreed.
• Diagnostic patience — chases the root cause through logs and data rather than accepting the first plausible answer.
• Teacher's mindset — everything explained to a merchant is done in a way that reduces the next similar question.
• Bias to reduce ticket volume through structural fixes — a good week is not one with fast ticket closures, but one where fewer tickets arrive because docs, UX, or APIs improved.
• Discretion — understands that internal architecture, merchant data, and tooling details are confidential and treats them accordingly.

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