Tech Support Specialist

This is a remote position.

Technical Issue Management (L1 Support)

·       Manage and troubleshoot Level 1 technical issues reported by clients, ensuring timely resolution.

·       Identify, analyze, and correct bugs or issues that fall within the scope of your responsibility.

·       Escalate complex or unresolved issues to the appropriate technical teams while maintaining ownership of communication with the client.

·       Document and maintain a knowledge base of recurring issues and their resolutions.

API Integration Support

·       Assist clients with connecting to our APIs, providing step-by-step guidance and troubleshooting integration challenges.

·       Validate API connections to ensure successful implementation and proper functionality.

·       Act as a technical advisor to clients during the onboarding process, ensuring their requirements are fully met.

New PSP Implementation and Configuration

·       Act as the first technical filter for new Payment Service Providers (PSPs), ensuring compatibility and identifying potential challenges early.

·       Configure MIDs (Merchant IDs) and PSPs as part of the implementation process.

·       Collaborate with internal teams to validate and test new PSP integrations.

Customer Collaboration

·       Serve as the main technical contact for customers during the early stages of their journey with our platform.

·       Build strong relationships with clients by providing responsive, knowledgeable, and empathetic support.

·       Provide regular updates and feedback to clients regarding issue resolution and progress on implementations.

Collaboration & Escalation

·       Collaborate with internal teams (engineering, product, and operations) to resolve complex issues and ensure client success.

·       Escalate unresolved issues to the appropriate teams, ensuring clear communication and timely resolution.

·       Identify opportunities to enhance internal workflows and customer-facing processes, especially around API integrations and PSP implementations.

Monitoring & Reporting

·       Monitor support ticket queues, prioritize cases, and meet response and resolution time goals.

·       Track and report on support metrics, identifying trends and opportunities for improvement.

Requirements

Based in Europe

·       Experience: 3+ years in technical support or a related role (preferably in fintech, SaaS, or payment solutions).

·       Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).

Skills & Competencies

·       Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues.

·       Knowledge of payment processing systems, APIs, and integrations.

·       Familiarity with REST APIs, JSON, and troubleshooting API-related issues.

·       Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.

·       Customer-focused mindset with a commitment to delivering high-quality support.

·       Fluent in Spanish and English (additional languages such as Italian and German are a plus).

Tools

·       Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira).

·       Familiarity with APIs, payment gateways, and payment orchestration platforms.

·       Proficiency with basic debugging tools and techniques.

Benefits

What We Offer:

·       Competitive salary and benefits.

·       Opportunities for professional growth in a global fintech company.

·       Training and development programs to enhance your technical expertise.

·       A collaborative and supportive work environment.

·       Work full remote.