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Role purpose

Keep Portico production integration escalations moving by acting as the coordination layer between Production Support and Development.

Run merchant-facing operational support for Portico beta releases, including feedback collection, data gathering, and issue intake/coordination.

Key responsibilities1) Beta program coordination and merchant POC

Serve as the primary point of contact for beta merchants for:

General beta support questions

Issue reporting and triage intake

Coordinating next steps and expectations

Conduct outreach calls with beta merchants to:

Collect qualitative feedback on usability, performance, and pain points

Confirm test completion and validate outcomes

Capture “what happened / when / impact / repro” in a consistent format

Collect and organize beta data/artifacts needed for analysis and escalation:

Transaction examples, timestamps, device/app versions, environment details, logs as available

Maintain beta issue log and track:

Severity, frequency, impacted merchants, current mitigation/workarounds, owner, next checkpoint

Coordinate beta cadence:

Kickoff, office hours, weekly status, release notes/known issues updates, exit-criteria tracking

2) Production Integration Escalations (PIE) coordination (middle-man role)

Act as the coordination bridge between Production Support and Developers:

Ensure Production Support provides required evidence (examples, timestamps, response codes, environment)

Ensure Developers receive clean, actionable problem statements and can respond with findings/asks

Manage escalation intake and triage logistics:

Confirm severity, impacted partners/merchants, scope, and current mitigation status

Run escalation bridges / war rooms:

Scheduling, agenda, notes, action items, ownership, and due dates

Provide consistent escalation communications:

Internal updates (Support, Eng, Product/Ops) and partner-facing updates where appropriate

Keep updates factual: current state, what’s being tested, next checkpoint, what’s needed from whom

Drive closure discipline:

Confirm resolution validation with Production Support

Capture final summary, decisions, follow-ups, and documentation links

3) Tracking, reporting, and process discipline

Maintain a single source of truth:

Escalation tracker, beta tracker, issue/action logs, decision log, contact lists

Track dependencies and blockers across teams; escalate when items stall.

Produce lightweight reporting:

Aging items, volume trends, top categories, and recurring issues (as defined by the team)

4) Documentation and enablement

Maintain/update:

Beta runbooks, merchant call notes templates, escalation intake templates, and SOPs

Ensure artifacts are complete and reusable for future events (repeatability).

Benefits:
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/

At this time, we are unable to offer visa sponsorship for this position. Candidates must be legally authorized to work for any employer in the United States (or (applicable country) on a full-time basis without the need for current or future immigration sponsorship.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.