Vaulsys, a leading technology company specializing in payment solutions, is seeking a Software Support Engineer to join their team in Karachi. This full-time role focuses on providing first and second level software support for fintech and banking customers, managing ticket ownership, customer engagement, and coordinating with internal software development teams for advanced support. The ideal candidate will have hands-on experience with payment or financial application platforms and be comfortable working in a fast-paced, high-volume transaction environment.
Key Responsibilities
- Serve as the primary 24/7 point of contact for customers and internal stakeholders, providing real-time monitoring, incident response, root cause analysis, and ownership of system stability for financial transaction platforms.
- Deliver 24/7 on-call support through shift-based or rotational schedules, handling critical incidents (P1/P2) with urgency and ensuring SLA adherence and timely communication.
- Coordinate with engineering, DevOps, and business teams during outages to restore service efficiently.
- Analyze and troubleshoot Java-based applications (Jetty), including JVM tuning, thread dumps, heap dumps, and garbage collection logs.
- Monitor and manage JAR deployments and JVM performance metrics such as CPU and memory usage.
- Collaborate closely with developers to identify and resolve bugs and performance bottlenecks.
- Support Oracle database operations by executing and analyzing SQL queries, monitoring slow queries, locks, deadlocks, and transaction inconsistencies.
- Assist in data validation and reconciliation tasks to ensure data integrity.
- Understand and troubleshoot payment processing flows, including ISO 8583 message formats, authorization, clearing, settlement, failed transactions, reversals, and duplicates.
- Work with payment schemes such as Visa and Mastercard.
- Perform deep log analysis using Elastic/OpenSearch stacks, correlating logs across services to identify root causes and maintain structured debugging processes.
- Support application deployments and releases, validate production deployments, perform rollbacks if necessary, and maintain release checklists and runbooks.
- Create and maintain documentation including runbooks, incident reports (RCA), and knowledge base articles.
- Identify recurring issues and propose automation or process improvements to enhance monitoring coverage and alert quality.
Required Qualifications
- Strong experience in Java production support, particularly with Jetty or similar application servers.
- Proficiency in Oracle and PostgreSQL databases with solid SQL troubleshooting skills.
- Good understanding of JVM internals including heap management, garbage collection, and thread handling.
- Familiarity with Linux systems, including log analysis, process management, and basic networking.
- Demonstrated operational skills in incident management (L2/L3 support), root cause analysis, and working within SLA-driven support environments.
- Excellent communication skills, critical for customer-facing interactions.
- Ability to remain calm under pressure, with strong ownership, accountability, and structured documentation habits.
- Willingness to work evening shifts (12 pm to 9 pm PST) with occasional late-night support as required.
Preferred Qualifications and Benefits
- Experience in the fintech domain, including ISO 8583 messaging, payment processing lifecycle, and PCI DSS awareness.
- Familiarity with Visa and Mastercard integrations is highly desirable.
- Candidates with 2 to 5 years of relevant experience are encouraged to apply.
This role offers the opportunity to work with a talented team dedicated to innovation and excellence in payment solutions. If you meet the qualifications and are ready to take on a challenging and rewarding position, consider joining Vaulsys to contribute to the future of fintech support.
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