Technical Support Specialist (L2) (Fintech)

#vacancy #вакансия #technicalsupport #payments #fintech #paymentprocessing #customersupport

🧷 Position: Technical Support Specialist (L2)
📍 Location: Limassol | On-site / Hybrid after probation
⚡️ paytech builds the technology behind modern payments.

Our white-label payment gateway, payment orchestration platform, and growing suite of payment products help businesses launch, scale, and optimise their payment infrastructure. We’re looking for a Technical Support Specialist (L2) to join our Customer Experience team and take ownership of complex technical and payment-related issues.

🧩 Key Responsibilities:
- Investigate and resolve complex technical issues related to payment transactions, products, and integrations
- Analyse logs, transaction data, API requests and responses, and system behaviour to identify root causes
- Take full ownership of escalated cases, ensuring timely resolution and clear communication with customers
- Reproduce reported issues in test environments and collaborate with Engineering teams to resolve bugs and system problems
- Troubleshoot payment failures, transaction errors, and integration-related incidents
- Support internal testing of new features, fixes, and releases to ensure product stability
- Document known issues, troubleshooting steps, and solutions to improve the internal knowledge base
- Support and mentor junior support agents, sharing technical expertise and best practices
- Collaborate with internal teams to continuously improve support processes and customer experience

🗒 Requirements:
Must-have:
- 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/responses, and basic SQL/database queries
- Ability to analyse logs, investigate technical incidents, and identify root causes
- Strong troubleshooting, analytical thinking, and problem-solving skills
- Ability to explain complex technical issues clearly to non-technical customers
- Experience working with technical support tools, ticketing systems, and escalation processes
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Willingness to work in a 24/7 shift-based environment
- Native or fluent Russian and English at B1 level or higher

Nice-to-have:
- Hands-on experience with PSPs, payment gateways, or acquiring platforms
- Experience troubleshooting payment integrations and API-related issues
- Familiarity with Postman, Jira, and technical monitoring tools

🎁 What We Offer:
- Opportunity to work with complex payment technologies in a fast-growing fintech environment
- Clear career progression toward senior technical, team leadership, or product-related roles
- Competitive salary package and performance bonuses
- Ongoing technical training and professional development
- Work equipment tailored to your needs: Mac, Windows, or Linux
- Cozy Limassol office with coffee, snacks, drinks, PS5, and rooftop view
- Private medical insurance after probation and additional benefits, including sport coverage
- Partial lunch coverage
- Hybrid work option after probation
- Full work-permit support

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