Integrations & Configuration Representative (UK Time Zone)

Flexisource IT; Philippines; On-site; PHP 500,000 - 900,000; Full time

Job summary

Flexisource IT is seeking an Integrations & Configuration Representative to support UK merchants from the Philippines. The role covers API connections, ISV integrations, and backend configuration across multiple platforms.

You will work with product, engineering, and risk teams to resolve blockers and ensure go-live readiness. You will manage tickets in HubSpot/Jira, perform post‑setup verification, and contribute to documentation and compliance processes.

Qualifications

• 2-4 years of experience in technical support, systems configuration, or integration engineering.
• Experience resolving escalated or technically complex issues.
• Hands-on experience with API integrations and diagnostic troubleshooting.
• Proficiency with log analysis tools such as Splunk or Stripe portal.
• Familiarity with HubSpot, Jira, or equivalent ticketing systems.
• Strong English writing and cross-functional collaboration skills.

Responsibilities

• End-to-end management of merchant integrations—credentials, webhooks, testing, go-live configuration.
• Primary owner of complex IPG/Amex Direct MID setup for new merchants.
• Configure VT, Mint Protect, and Pay by Bank for new merchants.
• Investigate UK merchant inquiries with focus on API errors and transaction failures.
• Analyze logs and backend data to identify root causes of issues.
• Escalate to engineering with Jira GSP tickets and track resolution.
• Document integration guides, runbooks, and known-issue FAQs.
• Support PCI compliance and sensitive merchant data handling.

Skills

Technical support

System configuration

Integration engineering

API integrations

Log analysis

SQL

HubSpot/Jira

English comms

UK business hours

Education

Relevant tertiary education

Tools

Splunk

Stripe portal

HubSpot

Jira

Job description

• The Integrations & Configuration Representative handles technical support, merchant system configuration, and ISV integrations for the UK merchant base. This is a technically focused role requiring in-depth knowledge of the company’s payment infrastructure, API ecosystem, and backend systems
• .The role also handles inbound UK support tickets across all categories, backing up the Activations & Support Representative as required, and completes the majority of merchant system configuration for newly approved account.

PRIMARY RESPONSIBILITIES:

Integrations

• Assist UK merchants requiring ISV or API connections - from design, sandbox testing, through to successful test transaction in the production environment
• Determine integration complexity tier and follow the appropriate integration procedure for each merchant
• Securely share API documentation, API keys, and webhook configurations with ISVs and merchant development teams.
• Create and manage Integration CSM tickets in HubSpot; update status accurately through the integration lifecycle (Integration Pending Set-Up - Tech Delay - Closed - Customer Care).
• Coordinate with ISVs, third-party middleware providers, and the company’s product and engineering teams to resolve integration blockers.
• Conduct post-integration reviews and confirm successful merchant go-live with the Activations & Support Representative.
• Write and maintain integration guides, technical runbooks, and internal FAQs for known issues.
• Complete the majority of UK merchant system configuration - Virtual Terminal (VT), Mint Protect, Pay By Bank (APMs), and IPG/Amex Direct MID.
• Conduct post-setup verification checks to confirm all products are correctly configured before merchant go-live.
• Maintain configuration accuracy standards.
• Handle inbound UK support tickets - email, phone, and web form - across all categories including transactions, user admin, billing, hardware, and onboarding queries - with a focus on API failures, integration errors, transaction log analysis, acquirer investigations via Stripe portal.
• Analyse backend logs, system outputs, and customer interaction history to identify root cause.
• Collaborate with Product, Engineering, Compliance, and Risk teams to resolve systemic issues; submit Jira GSP tickets for L3 escalation where required.
• Provide detailed bug reports and supporting data for engineering analysis.

KEY TASKS:

• ISV and API integration: End-to-end management of merchant integrations - credentials, webhooks, testing, go-live configuration.
• IPG/Amex MID configuration: Primary owner of complex IPG/Amex Direct MID setup (45 min avg.) for newly approved merchants.
• VT and APM configuration: Configure Virtual Terminal, Mint Protect, and Pay by Bank for newly approved merchants.
• L2 ticket resolution: Investigate and resolve UK merchant enquiries - with a focus on API errors, transaction failures, Stripe portal investigation.
• Log and system analysis: Use Splunk, Stripe portal, and backend tools to diagnose root causes.
• L3 escalation: Log Jira GSP tickets for engineering escalation; manage through to resolution.
• Documentation: Maintain integration guides, technical runbooks, SOPs, and known-issue FAQs.
• Compliance support: Assist with sensitive merchant queries, account restrictions, security alerts, and PCI compliance.

REQUIRED SKILLS & EXPERIENCE:

• 2-4 years of experience in technical support, systems configuration, or integration engineering.
• Proven experience resolving escalated or technically complex support issues.
• Hands-on experience with API integrations - able to guide ISVs through connectivity setup, test API endpoints, and diagnose failures.
• Experience with diagnostic and monitoring tools such as Splunk, Stripe portal, or equivalent log analysis platforms.
• Proficiency with SQL or similar data query tools for transaction and log investigation.
• Experience with HubSpot, Jira, or equivalent ticketing and CRM systems.
• Understanding of payments infrastructure - virtual terminals, acquiring, APIs, KYC/AML concepts.
• Strong written communication skills in English.
• Ability to work cross-functionally and under pressure; comfortable escalating and de-escalating issues appropriately.
• Comfortable working UK business hours.

QUALIFICATIONS & OTHER REQUIREMENTS:

• Relevant tertiary education or equivalent job.
• experience.
• NBI Clearance (or equivalent) required - role involves access to sensitive merchant financial data.
• Positive reference from a previous employer required.