Technical Support Specialist

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

📋 Description

• Investigate and resolve issues reported by merchants concerning payment processing, including failed transactions, reasons for declines, and routing behaviors;

• Execute database queries and analyze logs/system events to determine the root causes of technical problems;

• Validate responses from processors, assess webhook behavior, and review merchant configurations (including routing and fraud rules);

• Assist with merchant onboarding, go-live activities, and the configuration of payment methods;

• Monitor and analyze anomalies in approval rates and address processor-specific issues;

• Appropriately escalate complex cases — onboarding challenges to the Lead Solution Engineer, processor-related issues to the Integration Team, and product defects to the Product Team;

• Maintain troubleshooting documentation, knowledge base articles, and record recurring issues for process enhancement.

⛳️ Requirements

• Over 3 years of experience in Technical Support, Fintech, Payments, PSPs, or Merchant Support / Payment Operations;

• Proficiency in analyzing application logs and investigating technical issues;

• Experience with REST APIs, JSON, and tools such as Postman;

• Familiarity with SQL and the ability to query databases;

• Knowledge of Authorization/Capture flows, Refunds, Chargebacks, and 3DS Authentication;

• Understanding of Payment Routing, Acquiring/PSP ecosystems, and processes for onboarding merchants;

• Strong analytical and problem-solving capabilities, with the skill to articulate technical issues to non-technical users;

• Proficient in English with excellent communication skills; capable of managing multiple priorities;

• Experience with monitoring/analytics tools like Kibana, Grafana, or Metabase, and/or familiarity with payment orchestration platforms.

🏝️ Benefits

• Fully remote work opportunity.

• Competitive salary with a service contract.

• Clear performance reviews conducted biannually, offering bonus potential and salary adjustments.

• An annual allowance for home office enhancements, sports activities, equipment upgrades, and more—customized to your preferences.

• Commitment to your growth: funded language courses, access to various learning platforms, and a mindfulness benefit that includes psychological support with 50% coverage.

• Opportunities for career advancement in a rapidly scaling project, with the ability to influence technical decisions.

• A recognition-driven culture: our peer reward program acknowledges contributions from all team members.