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:

• 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 (4:00pm- 1:00am PH Time).

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.