Paysend

Support Engineer

• Analyze and administer the transaction flow and individual transactions using Oracle SQL, Postman, and OpenSearch
• Maintain the business-critical payment services
• Interact with partners about transaction flows
• Investigate transactions flagged for manual parsing, document detailed root-cause analysis, and update transaction statuses accordingly
• Investigate transactions stuck in pending status (payouts and funding) for longer than 3 days and escalate as needed
• Provide prompt incident response and create/manage detailed incident reports
• Guide and coordinate other employees responsible for resolving incidents
• Communicate directly with partners and banks when an issue is identified on their side, including reporting, data corrections, and file-loading discrepancies
• Support SAR reconciliation issues, including unmatched transactions, duplicate or missing report data, partner file load failures, and data mismatches between SAR and the PDP platform
• Maintain business-critical payment services and monitor for faults or degraded performance using Grafana and other monitoring tools
• Coordinate, deploy, and roll back releases
• Verify system health and graphs following each release
• Provisioning monitoring and detection of problems and faults in payment services
• Make informed decisions regarding payment processing actions based on investigation findings
• Read and apply API documentation to troubleshoot partner integrations

Application Support Analyst

Customer Success Manager

• Own the global CRM strategy across the full customer lifecycle.
• Lead and develop a high-performing CRM team, creating a culture of experimentation, accountability, customer focus and continuous improvement.
• Build CRM into one of Paysend’s core growth engines, delivering measurable business impact.
• Drive improvements in activation, repeat transactions, retention, reactivation and customer lifetime value.
• Build and prioritise a roadmap of growth initiatives based on customer behaviour, data and business opportunities.
• Create a strong experimentation culture with continuous A/B testing, clear learning and measurement of incremental business impact.
• Develop personalised customer journeys based on behavioural triggers instead of calendar campaigns.
• Introduce AI-driven personalisation and predictive lifecycle capabilities where they create real value for customers and the business.
• Partner closely with Product, Data, Analytics, Marketing and Regional teams to improve customer experience and business performance.
• Build reporting that clearly connects CRM activity with business outcomes, including retention, transaction volume, revenue contribution and lifetime value.

CRM Director

SDET

• Automated testing of backend services and integrations (primary focus)
• Design, develop, and maintain API automation tests
• Work with relational databases for data validation and integrity checks
• Dockerize test frameworks and test execution
• Integrate automated tests into the CI/CD pipeline
• Messaging systems (RabbitMQ, Kafka, etc.)
• Confident knowledge of Java (or a similar OOP language)
• Maintain and continuously improve the test automation framework
• Use and maintain Test Management tools (TestRail or equivalent)
• Collaborate closely with developers during early validation phases
• Analyze test results and eliminate flaky tests

SDET / QA Automation Engineer

Compliance

• Review and investigate transaction monitoring alerts, sanctions screening alerts, unusual activity referrals, and escalated compliance cases.
• Conduct risk-based investigations using customer, transaction, behavioral, geographic, and typology data to identify suspicious activity and determine appropriate disposition in accordance with internal policies and regulatory requirements.
• Escalate potential AML, fraud, sanctions, or regulatory concerns as appropriate and maintain complete documentation supporting investigative conclusions.
• Prepare and support Suspicious Activity Reports (SARs), continuing activity reviews, and other regulatory reporting obligations while ensuring adherence to regulatory deadlines and internal service standards.
• Support sanctions compliance activities, including OFAC screening reviews, true-match analysis, reporting, testing, tuning, and control validation.
• Support compliance with applicable U.S. and Canadian regulatory requirements.
• Assist with the development, implementation, and maintenance of compliance policies, procedures, controls, regulatory inventories, compliance calendars, and change management initiatives.
• Support preparation and submission of regulatory reports, filings, licensing activities, and sponsor-bank compliance reporting requirements.
• Support the Canadian AML/ATF Compliance Program.
• Assist with remediation activities, Management Action Plans (MAPs), corrective actions tracking, validation, and closure of regulatory, audit, and independent review findings.
• Execute compliance monitoring, testing, and quality assurance reviews across AML, sanctions, investigations, regulatory reporting, and broader compliance activities.
• Assess control effectiveness, identify emerging regulatory, financial crime, fraud, and operational risks, and recommend enhancements to systems, controls, procedures, and workflows.

Application Support Analyst

CRM Director

SDET / QA Automation Engineer

Senior Compliance Analyst – North America