Heartland · 1 day ago
Project Support Associate
Jeffersonville, Indiana, USA
Full-time
Onsite
New Grad, Entry LevelGlobal Payments is a company that provides payment solutions for buyers and sellers. The Project Support Associate role involves coordinating production integration escalations and providing operational support for beta releases, ensuring effective communication between production support and development teams.
Credit CardsPaymentsTransaction Processing
No H1B
Responsibilities
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; escalate when items stall
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)
Qualification
Required
Ability to act as a coordination layer between Production Support and Development
Experience in running merchant-facing operational support for beta releases
Strong communication skills to serve as the primary point of contact for beta merchants
Ability to conduct outreach calls with beta merchants to collect qualitative feedback
Experience in collecting and organizing beta data/artifacts needed for analysis and escalation
Ability to maintain a beta issue log and track severity, frequency, and impacted merchants
Experience in coordinating beta cadence including kickoff, office hours, and status updates
Ability to manage escalation intake and triage logistics
Experience in running escalation bridges / war rooms including scheduling and action items
Ability to provide consistent escalation communications to internal and partner-facing stakeholders
Experience in driving closure discipline and confirming resolution validation
Ability to maintain a single source of truth for escalation tracker and issue/action logs
Experience in tracking dependencies and blockers across teams
Ability to produce lightweight reporting on aging items and recurring issues
Experience in maintaining and updating documentation such as runbooks and templates
Benefits
Medical
Dental and vision care
EAP programs
Paid time off
Recognition programs
Retirement and investment options
Charitable gift matching programs
Worldwide days of service
Company
Heartland
Heartland is a fintech company offering payment processing services and point of sale systems for businesses and educational institutions.
Founded in 1997
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-05-28Acquired
Leadership Team
Asif Bhagat, PharmD
ISO Partner
Becky Chapin
Client Partner
Recent News
2025-06-05
Payments Dive
2025-05-28
2024-06-01
Company data provided by crunchbase