Senior L1 Support Specialist (Fintech)

TL;DR

Senior L1 Support Specialist (Fintech): Managing and resolving incoming technical requests for a PCI DSS certified payment gateway with an accent on platform stability and efficient issue escalation. Focus on providing high-quality support, configuring payment systems, and monitoring technical performance to ensure uninterrupted service delivery for B2B clients.

Location: Poland

Company

A leading technology provider delivering software solutions for online businesses with a focus on high-load payment processing.

What you will do

• Act as the primary point of contact for B2B clients regarding technical issues.
• Analyze root causes of incidents and escalate them to relevant internal departments.
• Track task statistics and oversee operational quality control within the team.
• Create and configure payment settings for client accounts.
• Monitor system dashboards and react to technical alerts.
• Provide guidance and support to clients using the platform.

Requirements

• Russian proficiency: Upper Intermediate or higher.
• English proficiency: Upper Intermediate or higher.
• Minimum 1+ year of experience in a support or technical role.
• Basic understanding of API, HTTP, and JSON.
• Experience with Jira or similar ticketing and statistics tools.
• Proactive mindset with a commitment to delivering results.

Nice to have

• Experience with Payment Systems Providers (e.g., cascading, 3DS).
• Interest in leadership responsibilities.
• Familiarity with AI tools like Gemini, GPT, or Claude.

Culture & Benefits

• Private health insurance.
• Paid gym membership.
• Comprehensive mental health program.
• Free online English lessons and local language courses.
• Upskilling opportunities, workshops, and participation in professional conferences.
• Annual additional day off and referral program rewards.