We are looking for a proactive and analytical Application Support Analyst to support our accounting technology platform within a Payment Service Provider (PSP) environment.

The candidate will be responsible for investigating technical inquiries related to end-customer and merchant transactions, analysing database records using MySQL, understanding accounting workflows, and coordinating client requirements.

The role requires a combination of technical troubleshooting, database investigation, business process understanding, and communication skills.

The ideal candidate should be capable of independently investigating issues, identifying root causes, documenting findings, and recommending solutions. The candidate should also proactively identify recurring issues and opportunities for process automation and system improvement.

Novalnet e-Solutions Pvt. Ltd. is a Fintech company with a wide array of digital payment solutions. We build payment modules, subscription modules and other e-commerce payment solutions for small to large enterprises. We collaborate with leading banks and acquirers across the international payment industry, focusing on Europe and India, to offer businesses the most wide-ranging secure payment solutions. In addition, we offer software and web development services for various firms.

Novalnet e-Solutions Pvt. Ltd. is headquartered in Chennai and is a brainchild of its parent company, Novalnet AG, based in Munich, Germany. Sister companies of Novalnet e-Solutions Pvt. Ltd. are located worldwide, such as New York, USA and London, UK.

1. Technical Investigation and Application Support

• Investigate customer and merchant inquiries related to missing credits, debits, transaction mismatches, refunds, payouts, and settlement discrepancies.

• Analyse transaction flows across the accounting platform to identify the source of issues.

• Investigate application behaviour and determine whether an issue is related to data, business logic, configuration, or a potential software defect.

• Perform initial root-cause analysis and document findings with supporting evidence.

• Track open issues and ensure timely follow-up until resolution.

2. Database Analysis – MySQL

• Write and execute SQL queries to investigate accounting and payment-related records.

• Work with multiple related tables using JOINs, subqueries, aggregations, and filtering conditions.

• Trace transactions across relevant database entities to identify missing records, mismatches, and inconsistencies.

• Compare transaction, merchant, customer, payout, and reconciliation records as required.

• Prepare data extracts and investigation summaries to support issue resolution.

• Follow approved database access and data-handling procedures. Production data modifications must not be performed without explicit authorisation.

3. Accounting and Payment Workflow Understanding

• Develop a thorough understanding of the company’s accounting platform and its business processes.

• Understand end-customer and merchant credits and debits, transaction matching, refunds, payouts, and reconciliation.

• Understand how transactions move between the relevant systems and identify potential gaps in processing.

• Build knowledge of common accounting scenarios, exceptions, and resolution procedures.

4. Client Requirement Analysis

• Understand and analyse client inquiries and business requirements.

• Clarify incomplete or ambiguous requirements before proposing solutions.

• Investigate existing system behaviour and determine the expected outcome.

• Document requirements, business scenarios, examples, and expected results.

• Identify whether a request requires operational clarification, configuration, data investigation, or a software enhancement.

• Communicate findings, proposed solutions, and development requirements.

• Follow up on requirements and provide supporting information when requested.

5. Proactive Issue Identification and Process Improvement

• Identify recurring customer and merchant inquiries and analyse their underlying causes.

• Recommend permanent solutions to reduce repetitive manual investigations.

• Identify opportunities to automate routine checks, reports, and investigation procedures.

• Maintain records of recurring issues, their root causes, and their resolutions.

• Suggest improvements to existing accounting workflows and support procedures.

• Help reduce the number of routine support requests that require developer involvement.

6. Documentation and Reporting

• Maintain investigation records and document issue-resolution steps.

• Prepare technical summaries for complex accounting discrepancies.

• Maintain documentation for common queries, business rules, and investigation procedures.

• Provide regular updates on open issues, recurring problems, and identified improvement opportunities.

• Ensure that investigation findings are clear, accurate, and traceable.

Required Technical Skills

Preferred Qualifications and Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

• 0–3 years of experience in application support, technical support, software troubleshooting, database analysis, or a similar role.

• Exposure to payment processing, fintech, banking systems, financial applications, or accounting systems would be an advantage.

• Familiarity with transaction reconciliation, payment workflows, or financial data is desirable.

• Experience handling technical inquiries and coordinating issue resolution across teams is preferred.

Essential Soft Skills

• Strong analytical and logical reasoning.

• Proactive problem-solving rather than simply forwarding issues.

• Ability to investigate issues independently.

• Attention to detail when analysing financial and transaction data.

• Willingness to learn complex business workflows.

• Clear communication and requirement-gathering skills.

• Ability to prioritise multiple inquiries and manage follow-ups.

• A structured approach to documentation and root-cause analysis.

Expected Outcomes

The successful candidate should help achieve the following outcomes:

• Reduce the time developers spend investigating routine accounting inquiries.

• Improve the speed and accuracy of transaction investigations.

• Resolve routine and intermediate technical issues with less developer involvement.

• Improve the quality of client requirement analysis and documentation.

• Identify recurring problems and recommend permanent solutions.

• Help reduce repetitive manual work through automation opportunities.

• Career advancement opportunities through training/certification.
• Sponsoring for your certification courses and exams.
• Excellent opportunities to experiment with new technologies.
• Professional and friendly working environment.
• Attractive salary package: Fixed compensation with incentives and performance based bonus.
• Premium private health insurance for you and your parents and Keyman Insurance policy.
• On-site opportunities.
• Seasonal team building activities.
• Well-equipped fitness room.
• Enjoy subsidized accommodation with all the benefits and experience a commute-free job.
• Long term benefits.
• Rewards & Recognition.
• Employee referral program.
• Compulsory off on the weekends and public holidays