Technical Support Engineer (Fintech)

Location: Remote work from Cyprus; an office-based option is available in Limassol, Cyprus.

Company

Develops a payment orchestration platform and gateway for merchant collections and payouts, with payment-data storage, processor integrations, 3DS, and PCI DSS compliance requirements.

What you will do

• Investigate merchant-reported payment issues, including failed transactions, decline reasons, and routing behavior.
• Query databases, analyze application logs and system events, and identify technical root causes.
• Validate processor responses, webhook behavior, merchant configurations, routing, and fraud rules.
• Support merchant onboarding, go-live activities, and payment-method configuration.
• Monitor approval-rate anomalies and processor-specific issues, escalating complex cases to the appropriate teams.
• Maintain troubleshooting guides and knowledge-base articles while documenting recurring issues for process improvement.

Requirements

• 3+ years of experience in technical support, fintech, payments, PSPs, merchant support, or payment operations.
• Experience analyzing application logs and investigating technical issues.
• Experience with REST APIs, JSON, Postman, SQL, and database queries.
• Understanding of authorization and capture flows, refunds, chargebacks, 3DS authentication, payment routing, acquiring, PSP ecosystems, and merchant onboarding.
• Strong analytical and problem-solving skills, with the ability to explain technical issues to non-technical users and manage multiple priorities.
• Fluent English is required. Experience with Kibana, Grafana, Metabase, or payment orchestration platforms is expected.

Culture & Benefits

• Full remote work is available from Cyprus.
• Service contract or EU-based employment contract options, with a 3-year Cyprus work visa for eligible Limassol-based candidates.
• Performance reviews twice a year with bonus opportunities and salary adjustments.
• Annual allowance for home-office improvements, sports, and equipment.
• Paid language courses, learning platforms, and mindfulness and psychological-support benefits with 50% coverage.
• For Limassol-based employees: private medical insurance, family benefits, a city-centre office, catering, sports benefits, and transport support.

Hiring process

• HR interview lasting approximately 40 minutes.
• Technical interview and final interview, each lasting approximately one hour.
• Recommendations check followed by a job offer.