🕒 3 days ago
This role focuses on delivering AI-driven solutions through hands-on customer engagement, ensuring successful implementation and bridging gaps between customer needs and product capabilities.
Technical Support Specialist
📅 Jul 2
Technical SupportPayment ProcessingDatabase QueryingLog Analysis
📜 Description
- Investigate and resolve merchant-reported issues related to payment processing, including failed transactions and decline reasons.
- Query databases and analyze logs/system events to identify root causes of technical issues.
- Validate processor responses, webhook behavior, and merchant configurations.
- Support merchant onboarding, go-live activities, and payment method configuration.
- Monitor and investigate approval rate anomalies and processor-specific issues.
- Escalate complex cases to appropriate teams for resolution.
🛠️ Requirements
- 3+ years of experience in Technical Support, Fintech, Payments, PSPs, or Merchant Support.
- Ability to analyze application logs and investigate technical issues.
- Experience working with REST APIs, JSON, and tools like Postman.
- Experience working with SQL and querying databases.
- Understanding of Authorization/Capture flows, Refunds, Chargebacks, and 3DS Authentication.
- Strong analytical and problem-solving skills.
✨ Benefits
- Full remote work.
- Investment in your development: paid language courses and access to learning platforms.
- Mindfulness benefit, including psychological support with 50% coverage.
- Career growth opportunities in a fast-scaling project.
- A culture of recognition through a peer reward program.
Full job description
Our team is developing a payment gateway for accepting funds from users on behalf of merchants, as well as sending funds from merchants to users. The system involves storing user payment data and is subject to PCI DSS compliance. It contains multiple integrations with payment systems, providers, and other gateways and processors, including 3DS.
We are looking for a Technical Support Specialist to join our Product team and support merchants using our payment orchestration platform.
This role combines technical troubleshooting, merchant support, payment operations, and platform analysis. The ideal candidate is comfortable working with transaction data, logs, APIs, and databases while collaborating closely with merchants and internal teams.
The Technical Support Engineer will act as the first technical escalation point for merchant-related issues and help ensure a smooth merchant experience across the platform.
Job Responsibilities
Investigate and resolve merchant-reported issues related to payment processing, including failed transactions, decline reasons, and routing behavior;
Query databases and analyze logs/system events to identify root causes of technical issues;
Validate processor responses, webhook behavior, and merchant configurations (routing, fraud rules);
Support merchant onboarding, go-live activities, and payment method configuration;
Monitor and investigate approval rate anomalies and processor-specific issues;
Escalate complex cases appropriately — onboarding issues to the Lead Solution Engineer, processor issues to the Integration Team, product defects to the Product Team;
Maintain troubleshooting guides, knowledge base articles, and document recurring issues for process improvement.
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