Yaseen Khan
Mumbai
Summary
Experienced L2-Technical Support Specialist with over four years in payment gateway services and enterprise client support. Skilled in troubleshooting, product integration, and technical assistance, driving project success and system optimization in fintech environments. Committed to enhancing product performance and ensuring client satisfaction through effective problem-solving and continuous improvement.
Overview
5
5
years of professional experience
Work History
Technical Support Specialist
Apexx Global
Mumbai
07.2024 - Current
- Provide advanced L2 technical support for enterprise merchants, investigating and resolving complex payment processing issues across multiple PSP integrations and payment gateways.
- Manage and investigate merchant support tickets through Freshdesk, performing deep-dive analysis using merchant portals, PSP dashboards, API logs, and backend system data.
- Perform API testing and issue replication using Postman to identify integration issues and validate merchant-side/system-side behavior.
- Monitor platform health and transaction performance using Grafana and Kibana, proactively identifying anomalies and minimizing service disruption.
- Execute SQL-based investigations and data corrections to maintain transaction integrity and resolve backend data discrepancies.
- Lead root cause analysis for production incidents, preparing detailed incident reports and technical findings for internal stakeholders and merchants.
- Coordinate closely with Engineering, QA, Product, and Implementation teams, escalating defects through Jira and ensuring timely resolution within SLA commitments.
- Manage and review GitLab merge requests, collaborating with senior engineers and DevOps teams to support platform stability and controlled production changes.
- Maintain technical documentation and operational runbooks in Confluence, improving team knowledge sharing and incident response efficiency.
- Conduct real-time incident management and merchant communication during critical outages, ensuring prompt stakeholder updates and resolution tracking.
- Facilitated merchant onboarding and integration troubleshooting by collaborating with Solution and Technical Engineering teams.
- Mentor junior analysts by reviewing investigations, providing technical guidance, and assisting with process adherence.
- Participate in technical interviews, onboarding, and knowledge transfer sessions for new team members.
- Operate in a 24/7 global support environment, currently aligned to UK business hours to support international merchants.
- Technical Stack:
SQL, Grafana, Kibana, API Testing, Postman, Jira, Confluence, Slack, AWS Workspaces, Snowflake, QuickSight, Freshdesk, Freshcaller, Payment Gateway Operations
technical support
infibeam avenue
Mumbai
01.2021 - 07.2024
- Delivered advanced troubleshooting support for merchants by analyzing server-level requests during integration failures and resolving issues via phone, email, and live support channels.
- Diagnosed and resolved acquirer and bank integration issues, reducing testing failures and improving deployment stability.
- Managed technical escalations through detailed root cause analysis, ensuring rapid resolution and minimizing merchant impact.
- Guided merchants through end-to-end payment gateway integration and provided application-level technical support post-production deployment.
- Provided post-onboarding API integration support across multiple technology stacks including Java, PHP, ASP.NET, Android, and third-party e-commerce platforms.
- Acted as the primary technical SPOC for strategic merchants and banking partners, coordinating issue resolution with card networks including Visa, Mastercard, American Express, and RuPay.
- Improved integration success rates by identifying product defects and transaction anomalies through detailed log analysis, functional testing, and end-to-end system validation.
- Utilized tools such as XAMPP and Postman for integration validation, troubleshooting, and API workflow testing.
- Expanded technical expertise across emerging payment technologies including tokenization, recurring payments, and alternate identity verification solutions.
- Conducted product training sessions and technical enablement for merchants, supporting seamless onboarding and adoption of new payment features.
Education
Master of Science - Computer Science
Mumbai University
Mumbai07-2024
Bachelor of Science - Information Technology
S M Shetty College of Science And Commerece
Mumbai08-2020
Skills
- Customer support
- Incident management
- Advanced troubleshooting
- API testing
- Payment gateway integration
- SQL investigations
- Technical documentation
- Root cause analysis
- Problem solving
- Cross-team collaboration
- Effective communication
- Customer relationship management
Accomplishments
- Star of the month
Timeline
Technical Support Specialist
Apexx Global
07.2024 - Current
technical support
infibeam avenue
01.2021 - 07.2024
Master of Science - Computer Science
Mumbai University
Bachelor of Science - Information Technology
S M Shetty College of Science And Commerece