Technical Support Specialist

Our team is developing a payment gateway for accepting funds from users on behalf of merchants, as well as sending funds from merchants to users. Our team is developing a payment gateway for accepting funds from users on behalf of merchants, as well as sending funds from merchants to users. The system involves storing user payment data and is subject to PCI DSS compliance. It contains multiple integrations with payment systems, providers, and other gateways and processors, including 3DS. We are looking for a Technical Support Specialist to join our Product team and support merchants using our payment orchestration platform. This role combines technical troubleshooting, merchant support, payment operations, and platform analysis. The ideal candidate is comfortable working with transaction data, logs, APIs, and databases while collaborating closely with merchants and internal teams. The Technical Support Engineer will act as the first technical escalation point for merchant-related issues and help ensure a smooth merchant experience across the platform. Job Responsibilities Investigate and resolve merchant-reported issues related to payment processing, including failed transactions, decline reasons, and routing behavior; Query databases and analyze logs/system events to identify root causes of technical issues; Validate processor responses, webhook behavior, and merchant configurations (routing, fraud rules); Support merchant onboarding, go-live activities, and payment method configuration; Monitor and investigate approval rate anomalies and processor-specific issues; Escalate complex cases appropriately — onboarding issues to the Lead Solution Engineer, processor issues to the Integration Team, product defects to the Product Team; Maintain troubleshooting guides, knowledge base articles, and document recurring issues for process improvement. Requirements You’ll thrive here if you have 3+ years of experience in Technical Support, Fintech, Payments, PSPs, or Merchant Support / Payment Operations; Ability to analyze application logs and investigate technical issues; Experience working with REST APIs, JSON, and tools like Postman; Experience working with SQL and querying databases; Understanding of Authorization/Capture flows, Refunds, Chargebacks, and 3DS Authentication; Understanding of Payment Routing, Acquiring/PSP ecosystems, and merchant onboarding processes; Strong analytical and problem-solving skills, with the ability to explain technical issues to non-technical users; Fluent English and strong communication skills; ability to manage multiple priorities; Experience with monitoring/analytics tools such as Kibana, Grafana, or Metabase, and/or experience with payment orchestration platforms. Conditions We know that great talent deserves great conditions, so here's what you can expect when joining us: Full remote work. Competitive compensation with a service contract. Transparent performance reviews twice a year, with bonus opportunities and salary adjustments. An annual allowance that you can use for home office improvements, sports activities, equipment upgrades, and more—tailor it to what benefits you most. Investment in your development: paid language courses, access to various learning platforms, and a mindfulness benefit, including psychological support with 50% coverage. Career growth in a fast-scaling project with opportunities to influence technical decisions. A culture of recognition: our peer reward program celebrates contributions from across the team. This opportunity is also available for those who already live in Limassol, Cyprus. EU-based employment contract and a 3-year Cyprus work visa. Private medical insurance for you and your family, a corporate mobile plan (unlimited in Cyprus with roaming included), and interest-free support for car purchases. 50% coverage of school and kindergarten fees for your children. Fully covered sports benefits, and also access to in-house electric scooters and bike rentals. A f