Operations Engineer

About Interpay Interpay builds the retail payment software that banks and merchants across Saudi Arabia depend on: POS and SoftPOS acceptance, e-commerce gateways, payment switching and merchant services. Our products handle cardholder data under SAMA regulation and PCI security standards, and they run around the clock. The role Interpay's payment platform runs around the clock for banks and merchants across Saudi Arabia: POS and SoftPOS acceptance, e-commerce gateways, payment switching and the links to banks, card schemes and third-party services. The Operations Engineer (Level 1 / Level 2) keeps it available and stable. You'll monitor and support the payment systems in production, provide first
- and second-line technical support, triage and troubleshoot incidents, carry out the routine operational activities that keep the platform healthy, and prepare, configure and deploy payment terminals. You'll work closely with Interpay's infrastructure, development, security and network teams, and with banks and merchants, to resolve issues, maintain service performance and keep every connection across the platform working, escalating complex issues to Level 3 with your analysis and findings. The role is part of a 24x7 operations model, so it includes shift work and on-call support.

What you'll do
Monitoring and incident response
• Service monitoring — monitor payment services and the connections to banks, card schemes and third-party services, so that customers always receive a professional service.
• Alerts and incidents — respond to alerts, incidents and service degradation events within the defined SLAs.
• Triage and troubleshooting — classify, investigate and troubleshoot incidents, and restore service wherever it can be restored at Level 1 or Level 2.
• Escalation — escalate complex incidents to the Level 3 teams with a detailed analysis, the troubleshooting already done and its findings.
• Health checks — carry out the daily operational health checks and system validation activities, and act on anything they find. Customers, merchants and banks
• Calls — answer customer and merchant calls, and keep every caller informed until the issue is resolved.
• Operational issues and requests — handle operational issues and service requests from logging through to closure.
• Coordination — coordinate with banks, merchants, vendors and internal technical teams to resolve issues and complete requests. Payment terminals
• Terminal deployment — prepare, configure and deploy payment terminals for merchants.
• Device support — support POS terminals and payment devices, including configuration, testing and troubleshooting. Operational processes and reporting
• Service management — follow the incident, problem, change and release management processes, and record every action in the ticketing system.
• Root cause analysis — contribute to root cause analyses, and document what happened and how it was resolved.
• Reports — prepare operational and management reports on service, incidents and requests.
• Knowledge — keep operating procedures and known-issue notes current, so recurring issues are resolved faster. 24x7 operations and teamwork
• Shifts and on-call — take part in 24x7 shift operations and in on-call support when required.
• Collaboration — work with the Infrastructure, Development, Security and Network teams to keep operations stable.
• Shift handover — hand over open incidents, requests and observations clearly at the end of every shift. Security and compliance
• Follow Interpay's security policies and PCI DSS requirements, and keep card numbers, PINs and keys out of tickets, emails and reports.
• Make changes to production only through approved change control, and use access only for the task it was granted for. What you'll bring
• Bachelor's degree in Information Technology, Computer Science, Management Information Systems (MIS) or a related field.
• 1+ years' experience in IT operations, production support or technical support.
• Experience supporting mission-critical, high-availability environments.
• Understanding of incident, problem, change and release management processes.
• Knowledge of payment processing operations and transaction lifecycle management.
• Ability to investigate, document and escalate operational issues effectively, and to contribute to root cause analysis (RCA).
• Strong analytical and problem-solving skills.
• Ability to coordinate effectively with merchants, vendors, banks and internal technical teams.
• Arabic and English, spoken and written — both mandatory.
• Willing to work 24x7 rotating shifts, including nights, weekends and public holidays, and to be on call when required. Nice to have
• Experience in financial services, payments, fintech, banking or transaction processing — highly preferred.
• Hands-on experience configuring and troubleshooting POS terminals, SoftPOS or other payment devices.
• Familiarity with card payments in Saudi Arabia — mada, Visa and Mastercard — and with ISO 8583 messages and response codes.
• ITIL Foundation certification, or working experience with ITIL processes.
• Basic Linux and SQL for checking services, logs and transaction records.
• Experience with monitoring and ticketing tools, such as Grafana, Zabbix or Jira Service Management.
• Awareness of PCI DSS and secure handling of cardholder data.
• Valid Saudi driving licence, for terminal deployment at merchant sites. How we work
• Ownership — follows every incident and request through to closure, and never assumes someone else has it.
• Calm under pressure — stays methodical when a service is down and the phones are ringing.
• Customer focus — treats every merchant and bank as a customer whose business depends on the platform.
• Clear communication — writes tickets, escalations and handovers that the next person can act on without asking.
• Attention to detail — checks before assuming, and verifies after fixing.
• Teamwork — works as one team with infrastructure, development, security, network and Level 3 colleagues.
• Integrity — protects cardholder data and follows change control, even at 3 a.m. Level 1 and Level 2 This posting covers both levels; the level offered depends on experience. Both work the same shifts and take part in on-call support.
• Level 1 — monitors services and alerts, answers customer and merchant calls, logs and classifies every incident and request, runs the daily health checks, resolves known issues by procedure and escalates the rest with the details gathered.
• Level 2 — takes the incidents Level 1 cannot close, investigates transaction, terminal and connectivity issues in depth, configures and deploys terminals, coordinates with banks and vendors, and escalates to Level 3 with a full analysis and troubleshooting findings.
• Growth — Level 1 engineers who show they can investigate independently move to Level 2, and Level 2 is the path to Interpay's Level 3 and DevOps roles. How success is measured The role is measured on how reliably the service runs and how well issues are handled, not on ticket counts alone. Specific targets are set and reviewed by the Operations Manager.
• SLA adherence — alerts, incidents and requests are responded to and resolved within the defined SLAs.
• Resolution at Level 1 and Level 2 — a growing share of issues is resolved without escalation.
• Quality of escalations — Level 3 receives escalations that are complete and need no further questions.
• Daily checks — health checks and validations are completed on every shift, and their findings acted on.
• Terminal deployment — terminals are prepared and deployed on time and work first time.
• Reports — operational and management reports are accurate and delivered on time.
• Customer feedback — merchants and banks rate the support they receive as professional and effective. Working relationships Reports to the Operations Manager. Works within the operations team on shifts, and escalates to the Level 3 Technical Support and DevOps teams. Works closely with the Infrastructure, Development, Security and Network teams and with Customer Support. Externally, deals with merchants, banks, card schemes, terminal vendors and other third-party service providers. Where and when Full-time, on-site in Dammam or Jeddah, Saudi Arabia. Interpay's operations run 24x7, so the role works on a rotating shift roster that includes nights, weekends and public holidays, with on-call support when required. Terminal preparation and deployment may include visits to merchant sites in the city.