Software Support Engineer

Vaulsys, a leading technology company specializing in payment solutions, is seeking a dedicated Software Support Engineer to join their team in Karachi. This full-time role focuses on providing first and second level software support for payment and financial application platforms, primarily serving fintechs and banks. The ideal candidate will take full ownership of customer tickets, engage directly with clients, and collaborate with internal development teams to resolve complex issues efficiently.

Key Responsibilities

- Serve as the primary 24/7 point of contact for customers and internal stakeholders, ensuring real-time monitoring and incident response for a high-volume financial transaction platform.
- Manage critical incidents (P1/P2) with urgency, maintaining SLA adherence and timely communication with all relevant parties.
- Coordinate effectively with engineering, DevOps, and business teams during outages to restore system stability.
- Analyze and troubleshoot Java-based applications (Jetty), including JVM tuning and performance issues using thread dumps, heap dumps, and GC logs.
- Monitor and support Oracle databases by executing SQL queries, identifying slow queries, locks, deadlocks, and ensuring data validation and reconciliation.
- Understand and troubleshoot payment processing flows, including ISO 8583 message formats, authorization, clearing, settlement, and transaction anomalies such as reversals or duplicates.
- Perform deep log analysis using observability tools like Grafana and Elastic/OpenSearch, correlating logs across services to identify root causes.
- Support application deployments, validate production releases, perform rollbacks when necessary, and maintain release documentation.
- Create and maintain runbooks, incident reports (RCA), and knowledge base articles to improve process efficiency and monitoring coverage.
- Propose automation or fixes for recurring issues to enhance system reliability and support quality.

Required Qualifications

- Strong experience in Java production support, particularly with Jetty or similar application servers.
- Proficient in Oracle and PostgreSQL databases with solid SQL troubleshooting skills.
- In-depth understanding of JVM internals, including heap management, garbage collection, and thread handling.
- Familiarity with Linux systems, including log analysis, process management, and basic networking.
- Proven ability to manage incident response and root cause analysis in SLA-driven environments.
- Excellent communication skills, essential for customer-facing interactions.
- Ability to remain calm under pressure, demonstrate strong ownership, and maintain structured documentation habits.
- Willingness to work evening shifts (12 pm to 9 pm PST) with occasional late-night support as required.
- Experience range: 2 to 5 years in relevant roles.

Preferred Qualifications

- Domain knowledge in fintech, including ISO 8583 messaging standards and payment processing lifecycle.
- Awareness of PCI DSS compliance requirements.
- Experience working with Visa and Mastercard payment schemes.
- Strong troubleshooting mindset and operational skills in L2/L3 support contexts.

Vaulsys offers an opportunity to work in a dynamic environment focused on innovation and excellence in payment technologies. Candidates meeting the above criteria are encouraged to apply and contribute to a team that values accountability, technical expertise, and customer satisfaction.