Technical Support Agent L2

About Contour Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started! Tier 2 Technical Support Agent – Constellation Payments Division : Constellation Payments delivers secure, scalable, and innovative payment processing solutions for merchants and partners. Our platform supports modern payment technologies, APIs, and integrations designed to simplify transactions and enhance operational efficiency across industries. We work closely with merchants, developers, and internal teams to ensure reliable and seamless payment experiences. Job Description: We are seeking a skilled and detail-oriented Tier 2 Technical Support Agent to join our growing technical support team. In this role, you will act as a key escalation point for complex technical issues related to payment processing, APIs, and system integrations. You will collaborate closely with merchants, partners, and cross-functional internal teams to troubleshoot, resolve, and prevent recurring technical issues, ensuring high service quality and customer satisfaction. Key Responsibilities: Serve as the primary escalation point for complex issues escalated from Tier 1 technical support. Diagnose and resolve issues related to payment gateways, APIs, webhooks, tokenization, and transaction processing. Analyze logs, API requests, and transaction data to identify root causes and recommend effective resolutions. Work closely with Engineering, QA, and Product teams to investigate issues and drive timely resolutions. Assist merchants and partners with system integrations, SDK configurations, and implementation best practices. Update internal documentation and knowledge base articles to support continuous improvement and team efficiency. Identify recurring issues and provide structured feedback to Product and Engineering teams. Participate in on-call rotations as required to support business continuity. Required Skills & Experience: 2–4 years of experience in technical support, client-facing engineering, or a related role. Strong understanding of REST APIs, JSON , authentication methods, and webhooks. Solid knowledge of payment processing concepts , including transaction lifecycles, settlement, chargebacks, tokenization, PCI compliance, and payment fee models. Hands-on experience with tools such as Postman, Splunk, or comparable debugging and monitoring platforms. Experience using ticketing platforms such as Zendesk, Jira, or Salesforce. Strong written and verbal communication skills with the ability to explain technical concepts clearly. Ability to work independently while collaborating effectively in a fast-paced, cross-functional environment. Desired Skills & Experience: Experience supporting payment platforms such as Stripe , Adyen , , or similar solutions. Basic knowledge of scripting or query languages such as Python or SQL (optional) . Experience working in SaaS or cloud-based technology environments. Ability to anticipate issues, identify patterns, and contribute to long-term technical improvements. Work Environment & Shift Timings: Standard Shift: 9 am ET- 5 pm ET ( 7 pm PK time - 4 am PK Time) Flexible Hours: Willingness to occasionally work during holidays or outside regular hours to accommodate global team needs. Shift Changes: Possibility of shift changes after training to align with a different timezone based on organizational requirements. Exciting Benefits we offer: Market-leading Salary Medical Coverage – Self & Dependents Parents Medical Coverage Provident Fund Employee Performance-based bonuses Home Internet Subsidy Conveyance Allowance Profit Sharing Plan [Tenured Employees Only] Life Benefit Child Care Facility Company Provided Lunch/Dinner Professional Development Budget Recreational area for in-house games Sporadic On-shore training opportunities Friendly work environment Leave Encashment Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination. In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.