Project Support Associate

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.

• 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

• 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

• Maintain a single source of truth:

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

• Track dependencies and blockers across teams; escal

  Produce lightweight reporting:

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

• 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:

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.