- Posted On: 15/06/2026
INTEGRATIONS & CONFIGURATION REPRESENTATIVE
- Makati / WFH Arrangement
- INTEGRATIONS & CONFIGURATION REPRESENTATIVE
- Full-Time
About the role
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 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 accounts.
Key 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 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
Merchant configuration
- Complete the majority of UK merchant system configuration — Virtual Terminal (VT), Company 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
Inbound Support
- 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 causes
- 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
| Task | Description |
| ISV and API integration | End-to-end management of merchant integrations — credentials, webhooks, testing, go-live confirmation |
| 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, Company 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 |
Requirements
- 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 (2:00 AM – 11:00 AM PHT)
Qualifications and other requirements
- Relevant tertiary qualification in IT, computer science, or equivalent job experience
- NBI Clearance (or equivalent) required — role involves access to sensitive merchant data, API credentials, and financial systems
- Positive reference from a previous employer required
Work Details
- Shift: Monday to Friday: 6pm- 3am or 2:00am – 11:00am PH Time (2weeks training – 7am to 4pm); depending on business needs
- Location: Makati | *Work from Home Until Further Notice
- Status: Contractual engagement
Success measures
Performance will be assessed across the following indicators at 30, 60, and 90 days:
| Measure | Target | Review cadence |
| Integration completion rate | 100% of integration tickets progressed within 2 business days of merchant response | Monthly |
| Merchant configuration turnaround | IPG/Amex config completed within 3 business days; VT/APM within 2 business days of approval | Monthly |
| L2 ticket resolution time | ≥ 80% of L2 tickets resolved within 7 business days | Monthly |
| Support ticket first response SLA | ≥ 90% of tickets responded to within 2 business hours | Monthly |
| Documentation quality | At least 1 new runbook or FAQ article produced per month | Monthly |
Safety Reminder
If the position requires you to work overseas, please be vigilant and beware of fraud.
If you encounter an employer who has the following actions during your job search, please report it immediately
- withholds your ID,
- requires you to provide a guarantee or collects property,
- forces you to invest or raise funds,
- collects illicit benefits,
- or other illegal situations.
