Postilion Support Engineer

About the Role

Synechron is seeking an experienced Postilion Support Engineer specializing in ISO 8583 and Card Payments. This full-time role is based in Riyadh, Saudi Arabia, and focuses on supporting mission-critical payment-switching environments. The successful candidate will ensure the availability, stability, and health of card-payment services across ATM, POS, and switching platforms.

Role Responsibilities

The Postilion Support Engineer will provide 24x7 operational support and manage various aspects of ACI Postilion environments. Key responsibilities include:

• Provide 24x7 production support coverage for ACI Postilion environments.
• Investigate transaction failures, switching issues, authorization errors, message-processing failures, and payment incidents.
• Perform root-cause analysis and contribute to problem-management activities.
• Support application configuration, release, deployment, and change-management activities.
• Monitor payment-switch performance, transaction health, system availability, and operational indicators.
• Troubleshoot ATM, POS, card-payment, and switching-platform issues.
• Coordinate incident resolution with customers, internal technology teams, operations, and ACI product teams.
• Escalate product defects and complex technical issues where deeper architecture or vendor expertise is required.
• Participate in operational reviews, service governance meetings, incident reviews, and performance discussions.
• Maintain operational procedures, runbooks, troubleshooting guides, and support documentation.
• Support service improvements, monitoring enhancements, and recurring-incident reduction initiatives.
• Build customer relationships through regular onsite engagement and support presence in Saudi Arabia.
• Ensure production support activities follow agreed service-management, security, and operational procedures.

Required Experience and Qualifications

Candidates should possess 5-10 years of relevant experience and demonstrate specific qualifications to succeed in this role:

• A strong production-support mindset focused on availability, stability, and customer service.
• The ability to troubleshoot complex payment and switching issues under pressure.
• Strong analytical and root-cause analysis skills.
• Clear communication with technical and non-technical stakeholders.
• A proactive approach to improving operational procedures, monitoring, and service quality.

Work Location

This position is based in Riyadh, Saudi Arabia, requiring regular onsite engagement and support presence.