Technical Implementation Engineer - Payments

We at Pine Labs are looking for those who share our core belief - “Every Day is Game day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Role Summary

As an Integration Engineer based in the Philippines, you will be the primary technical point of contact for merchants integrating with Pine Labs' payment solutions — including ECR (wired), Cloud-Based Integration (CBI), and QR payment flows. You will guide merchants from initial onboarding through Go-Live, manage BAU operations, conduct market visits, and provide ongoing technical support to ensure seamless payment experiences. This role requires close coordination with the India team and active involvement with the Tech Team to drive product optimization and competitive positioning in the Philippines market.

Roles & Responsibilities

Integration & Technical Delivery

• Work closely with Philippines-based merchants (e.g., retail chains, F&B, drugstores, kiosks, large Philippine banks) to understand their business and technical requirements and recommend the most suitable integration approach (Wired ECR, Cloud, or App-to-App).
• Conduct API walkthroughs and technical sessions with merchant development teams, covering request-response formats, error codes, and integration best practices.
• Guide merchants through UAT testing, integration audits, and Go-Live readiness — including credential setup, endpoint configuration, and payment mode validation.
• Support ECR integrations on both Windows (COM-based) and Android (Wiseasy) terminals for Visa, MasterCard, QRPH, and other locally supported payment modes.
• Troubleshoot live transaction issues — including voids, settlement failures, callback/webhook configuration, and response handling.
• Support TCP/IP Socket Integration and Integration for merchant POS and enterprise systems.
• Work with MQTT concepts for cloud-based and zero-click integration flows.

BAU Management & Operations

• Own and manage day-to-day BAU operations for Philippines merchant integrations — ensuring system health, issue resolution, and merchant satisfaction.
• Adhere to delivery SLAs and ensure all integration milestones are met on time.
• Follow and maintain Standard Operating Procedures (SOPs) for all integration and support activities.

Market Visits & Feedback

• Conduct regular market visits to merchant locations to gather first-hand feedback on product performance, integration experience, and operational challenges.
• Collect and document optimization feedback from merchants and field teams, and channel it back to the Product and Engineering teams for continuous improvement.

Tech Team Involvement & Competitive Analysis

• Actively collaborate with the Tech Team on product enhancements, new feature rollouts, and integration architecture decisions.
• Study competition products — analyze competitor payment solutions, integration approaches, and merchant experiences to identify gaps and opportunities for Pine Labs.
• Provide market intelligence and competitive insights to support product roadmap decisions.

Coordination & Collaboration

• Serve as the primary bridge for coordination with the India team — aligning on integration timelines, escalations, firmware updates, and product releases.
• Coordinate with internal teams (Product, QA, Operations, SRE) and external partners (Philippine banks, payment switches) to resolve integration blockers.
• Create and maintain integration documentation, SOPs, and merchant-facing technical guides specific to the Philippines market.
• Manage multiple merchant integration projects in parallel, tracking progress via Jira and Confluence.

AI & Innovation

• Support and drive AI-enabled delivery initiatives — leveraging AI tools and automation to improve integration speed, issue resolution, and merchant onboarding experience.
• Ensure prompt availability for merchant queries, escalations, and Go-Live support across time zones.

What matters in the role:

• Experience: 3–6 years in a technical support, integration engineering, or site reliability engineering role, preferably in the payments or fintech domain.
• Education: Bachelor's degree (or equivalent) in Engineering, Computer Science, Information Technology, or a related discipline.
• Technical Skills:
• Proficiency in at least one programming language (Python, Java, C#, or similar).
• Strong understanding of REST/ APIs, webhooks, and callback URL configurations.
• Hands-on experience with TCP/IP Socket Integration and Integration.
• Understanding of MQTT messaging concepts and cloud-based integration patterns.
• Comfort with Linux/Unix command line.
• Experience with SQL (2–4 years).
• Strong troubleshooting skills through server logs and data analysis on production systems.
• Tools: Good exposure to Jira, Confluence, Salesforce, and GitHub.
• Communication:
• Excellent written and verbal communication skills in English.
• Proficiency in Filipino (Tagalog) and familiarity with local Philippine dialects is required for effective communication with merchant teams across regions.
• Ability to conduct virtual and in-person technical sessions with merchant IT teams.
• Travel: Willingness to travel within the Philippines for market visits, merchant onboarding, and on-site support as required.
• Mindset:
• Proactive approach to identifying problems, performance bottlenecks, and areas for improvement.
• Ability to work under pressure and manage multiple initiatives simultaneously.
• Comfortable working both independently and as part of a cross-functional team.
• Strong ownership and adherence to delivery SLAs.

Nice to Have

• Experience with POS/Kiosk systems, ECR integrations, or terminal payment applications.
• Familiarity with QRPH or other Philippines-specific payment rails and large Philippine bank integrations.
• Knowledge of QR payment standards and protocols.
• Experience with payment device firmware updates and terminal management systems.
• Exposure to AI/ML tools for process automation and delivery optimization.
• Experience studying and benchmarking competitor products in the payments space.