Join •••••••’s Customer Experience team and take ownership of complex technical and payment-related issues.
Responsibilities:
- Investigate and resolve technical issues related to payment transactions, products, and integrations.
- Analyse logs, transaction data, API requests and responses, and system behaviour to identify root causes.
- Own escalated cases, communicate with customers, reproduce issues in test environments, and collaborate with Engineering to resolve bugs and system problems.
- Troubleshoot payment failures, transaction errors, and integration incidents.
- Support internal testing of features, fixes, and releases; document known issues and solutions.
- Support and mentor junior agents and help improve support processes and customer experience.
Requirements:
- Experience in B2B technical support within fintech, payments, or a similar technical environment.
- Understanding of payment processing, transaction lifecycles, and payment systems.
- Practical knowledge of APIs, HTTP requests and responses, and basic SQL/database queries.
- Ability to analyse logs, investigate incidents, troubleshoot, and identify root causes.
- Strong analytical and problem-solving skills; ability to explain technical issues to non-technical customers.
- Experience with technical support tools, ticketing systems, and escalation processes.
- Ability to manage multiple priorities in a fast-paced environment and work 24/7 shifts.
- Native or fluent Russian and English at B1 level or higher.
- Nice to have: experience with PSPs, payment gateways, acquiring platforms, payment integrations, and API troubleshooting; familiarity with Postman, Jira, and technical monitoring tools.
Conditions and benefits: Limassol office; hybrid work option after probation. Competitive salary package and performance bonuses, career progression, technical training, work equipment (Mac, Windows, or Linux), private medical insurance and sport coverage after probation, partial lunch coverage, and full work-permit support.