Technical Support Engineer

This is a fully remote position, open to applicants in Europe.

📋 Description

• Deliver tier-1 and tier-2 technical support to merchants facing integration or payment processing challenges.

• Diagnose API integration issues, review error logs, and assist merchants through the steps to resolution.

• Analyze payment flows, investigate transaction failures, and pinpoint the root causes of technical problems.

• Collaborate with merchants to address provider-specific connectivity and configuration difficulties.

• Develop and maintain technical troubleshooting guides, FAQs, and documentation on best practices.

• Elevate complex technical issues to engineering teams, providing detailed analysis and reproduction steps.

• Facilitate merchant onboarding by offering technical advice during the integration setup process.

• Monitor system health and proactively detect potential issues affecting merchant performance.

• Partner closely with third-party payment providers to resolve integration blockers and connectivity challenges.

• Assist in the testing of new provider integrations and document the technical requirements.

• Take part in an on-call rotation to ensure continuous 24/7 technical support coverage.

• Contribute to enhancements in internal tools and support the optimization of workflows.

• Acquire knowledge of MoneyHash payment flows, platform, APIs, and sandbox during the onboarding process.

• Manage increasingly complex issues and integrations, taking ownership of customer-facing technical support cases.

⛳️ Requirements

• Over 3 years of experience in technical support, payment integrations, or API troubleshooting.

• Familiarity with payment processing concepts, including authorization, capture, refunds, and webhooks.

• Proficient in using tools such as Postman, cURL, and log analysis platforms.

• Knowledgeable about payment service providers and common integration hurdles.

• Exceptional problem-solving abilities with a keen attention to detail in technical investigations.

• Strong written and verbal communication skills in English.

• Capable of explaining technical concepts to both technical and non-technical audiences.

• Experience in high-paced startup environments.

• Customer-oriented mindset with patience and empathy when addressing support cases.

• Previous experience with payment orchestration platforms.

• Proficient in multiple programming languages (Python, Flutter, etc.).

• Familiarity with database queries and data analysis.

• Experience with ticketing systems and support workflow management.

• Understanding of PCI DSS compliance and payment security standards.

🏝️ Benefits

• Stock options.

• Health insurance.

• Professional development stipend.

• Wellness stipend.

• Tech allowance.

• Equipment financing program.

• Annual in-person retreat.

• Team engagement initiatives.

• Remote-first work arrangement across EMEA time zones.