Priority Support Analyst

Transaction Junction; Wes-Kaap; On-site; ZAR 350,000 - 550,000; Full time

Job summary

Transaction Junction in South Africa is seeking a Technical Operations Support specialist to provide consolidated priority support across production payment environments, including Switch, Retail Integrations, and eCommerce. You will lead investigations, assist with integrations, and monitor proactively to ensure SLA adherence and continuous improvement.

Responsibilities include triage of incidents (P1–P4), clear client communications, root-cause analysis, and collaboration on stability and

Qualifications

• Matric is required.
• Post-graduate IT degree or diploma is preferred.
• SQL qualification is desirable.
• IT certifications are advantageous.

Responsibilities

• Triage and categorise all inbound incidents within defined SLA windows.
• Maintain regular and accurate communication to clients within SLA.
• Perform root cause analysis and timely incident resolution.
• Assist with integrations and onboarding of new environments.
• Participate in after-hours standby for 24/7 coverage where applicable.

Skills

Technical Support

Incident management

Analytical skills

Communication skills

Multi-tasking

Customer focus

Education

Matric

Post-graduate IT degree/diploma

SQL qualification

IT certifications

Tools

Postman

SOAPUI

Postilion/Imbeko

Grafana

Job description

The primary purpose of this role is to provide consolidated priority operational support across the production payment environments, incl. Switch, Retail Integrations (POS/AWS / Offline) and eCommerce. This includes leading investigations, technical assistance, integrations, first contact resolution, implementations and proactive monitoring, while ensuring continuous improvement of preventative and proactive measures to enable system stability, customer satisfaction and adherence to SLA.

RESPONSIBILITIESTechnical Support

JOB PURPOSE

The primary purpose of this role is to provide consolidated priority operational support across the production payment environments, incl. Switch, Retail Integrations (POS/AWS / Offline) and eCommerce. This includes leading investigations, technical assistance, integrations, first contact resolution, implementations and proactive monitoring, while ensuring continuous improvement of preventative and proactive measures to enable system stability, customer satisfaction and adherence to SLA.

RESPONSIBILITIESTechnical Support

Provide required analytical support functions for the Omnichannel areas of the business, incl. Switch, Retail Integrations / POS/AWS/Offline and eCommerce production environments.

• Log, triage, and categorise all inbound incidents within defined SLA windows across all three channels.
• Assign correct priority (P1-P4) per the agreed incident classification matrix.
• Provide regular and accurate communication to clients within agreed time limits per SLA and Communications policy.
• Effectively resolve any logged incidents and requests for assistance through thorough root cause analysis, structured reporting and timely resolution.
• Basic understanding of HTML/JSON and ability to use API-testing tools (Postman, SoapUI, REST) to validate and triage request/response payloads.
• Setting up new user accounts and profiles, managing password queries on production platforms.
• Troubleshooting for Retail environments: configure, isolate, and resolve Card Present integration issues.
• Ability to track and report incidents and do data lookups.
• Serve as the first point of contact for payment switch queries.
• Manage the incident queue, perform initial triage, and elevate unresolved issues via correct escalation paths.
• Implement application software configuration, APIs, component investigations and submit, deploy and communicate in a professional, accurate, and within agreed response windows effectively.
• Periodically review production platforms monitoring for stability and optimum performance.
• Identify and raise enhancements that improve supportability, operability, automation and performance of relevant systems.
• Monitor, identify, document and elevate defects and trends. Respond to outages and service failures with urgency, monitor alerts from tools such as Logic Monitor, Grafana, or Imbeko Monitoring.
• Provide onboarding assistance, including configuration, deployment and installation assistance.
• Perform Software Quality duties including bug fix verification and manual functional test execution post deployments.
• Manage and prioritise multiple open cases, triage and re-prioritise the incident queue and elevate unresolved problems through the internal escalations process.
• Respond to outages and failures with urgency and priority, improve fault tolerance and actively reduce downtime, ensuring solutions remain maintainable and durable as volumes grow.
• Ensure solutions simplify support and maintenance through traceability and effective error logging.

Customer Service

• Participate in a rotational after-hours standby schedule to ensure 24/7 omnichannel support coverage for priority clients, where applicable. Respond to P1/P2 incidents outside business hours within the agreed response window. Standby obligations are shared equitably across the team per the approved rotation.
• Provide priority resolution for support requests in line with the TJ Service Level Agreement: configure, troubleshoot, isolate, repair, elevate and / or resolve all customer issues within SLA.
• Raised incidents are expected to be investigated logically and analytically, within a time frame of no more than 30min and escalated to the correct internal squad, with relevant log files and investigation notes included.
• Ensure regular and effective communication to the relevant stake holders, during and after investigation and resolution (every 30 min) of raised incidents, outages or general queries. This includes but is not limited to ticket updates and SLA-aligned communications to internal and external stakeholders as per the TJ Policies & procedures published.
• Ensure regular and effective communication for planned and unplanned outages, ticket updates and SLA-aligned communications to internal and external stakeholders as per the TJ Policies & procedures published.
• Establish and maintain positive professional relationships with customers and assist customers by keeping up to date with product developments.
• Prepare training documentation and conduct customer training where required, including the mentoring of support team members and highlighting escalation and communication processes.
• Adhere to SLA as non-negotiable to ensure consistent and predictable service delivery and support tactical and strategic goals of the operations team and Transaction Junction as a whole.
• Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions.

Self-Management

• Set an example through personal quality and productivity standards and analytical ways of working with others.
• Demonstrate consistent application of internal procedures, plan and prioritise to manage competing demands.
• Demonstrate the ability to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with understanding and responding to organisational and team needs.
• Dedication in self-directed learning on product updates and release notes.
• Handle all client data and interaction records in accordance with PCI DSS requirements.
• Apply least-privilege access principles when accessing production systems. Report suspected security events immediately per the incident escalation policy.
• Manage all client communications professionally, accurate, and within agreed response windows.

Leadership

• Contribute to the team by applying diverse skills and perspectives to achieve common goals, while emphasising team priorities and ensure team success.
• Coach, counsel and train squad members where applicable to apply, support, sustain and develop a continuous improvement culture.
• Role‑model behaviour and motivate team members in line with the Transaction Junction values and ethos.
• Build co‑operation across the organisation and overcome barriers to information sharing, communication and collaboration.
• Take full responsibility for performance, professional relationships, on-the-job training and mentoring of colleagues.
• Gain the confidence and trust of others through honesty, integrity and authenticity.
• Cultivate innovation by creating new and better ways for the organisation to be successful.

BEHAVIORAL COMPETENCIES

• Customer Focus: Building strong customer relationships and delivering customer‑centric support.
• Instil Trust: Gaining the confidence and trust of others through honesty, integrity and authenticity.
• Cultivate Innovation: Creating new and better ways for the organisation to be successful.
• Collaborate: Building partnerships and working collaboratively with others to meet shared objectives.
• Situational Adaptability: Adapting approach and demeanour in real time to match the shifting demands of different situations.
• Manage Complexity: Making sense of complex, high‑quantity, sometimes contradictory information, quickly isolating critical data, recognising subtle symptoms, probing for root causes and using systematic problem‑solving methods.
• Balance Stakeholders: Anticipating and balancing the needs of multiple internal and external stakeholders, gaining a detailed grasp of priorities and taking initiative to respond to stakeholder problems effectively.
• Drive Results: Consistently achieve results even under tough circumstances. Surpassing goals, going above and beyond, and maintaining productivity and a positive attitude.
• Ensure Accountability: Holding self and others accountable to commitments, honouring TJ policies and procedures and ensuring all interactions are accurately logged in HubSpot, all information and statuses kept current.
• Attendance & Punctuality: Scheduled hours should be observed, absence communicated in advance as per standard agreement with TJ.
• Build Effective Teams: Assist in building strong‑identity teams that apply diverse skills to achieve common goals and recognising every contribution.

EDUCATION

• Matric (required).
• Post‑graduate Degree or Diploma in Information Technology, Information Systems, Computer Science or relevant work experience (required).
• Microsoft SQL and / or PostgreSQL qualification (either required).
• Any relevant IT certification (advantageous).

EXPERIENCE

• Minimum 2–5 years’ experience in a similar L2 / L3 support role within the payments industry (required).
• Relevant and extensive experience in transactional payment processes, Card‑Present integrations and eCommerce environments (required).
• Exposure and experience with SQL / PostgreSQL and basic coding skills (required); minimum 2 years’ experience with databases and 2 years’ server / client‑side languages.
• Basic understanding of HTML / JSON and tools such as Postman and SOAPUI.
• Strong technical skills, ideally with the Postilion / Imbeko application suite or commercial experience supporting switching solutions for large, complex end‑user organisations in the payment industry.
• Experience of financial transaction processing (advantageous); developer‑language experience (advantageous).
• Exposure and experience with monitoring tools such as Logic Monitor, Dynatrace, Elastic, Grafana, Prometheus and Cockroach DB (advantageous).
• Experience in ITIL Foundation, Linux and cloud‑based environments (advantageous).
• Exceptional analytical abilities, including interpretation of large data sets and deciphering findings logically; action‑oriented and strong problem‑solver with high attention to detail.
• Strong written and verbal communication skills — communicate actions and intentions clearly.
• Ability to multi‑task in a deadline‑driven environment, show initiative, and demonstrate strong organisational and resourceful capabilities.
• High levels of attention to detail and resilience.