Technical Support Specialist

paytech is a next-generation payment technology company focused on delivering secure, scalable, and frictionless payment solutions for businesses worldwide. Our payment gateway powers thousands of merchants, and we are now expanding its capabilities with new, innovative functionality.

We are looking for a Technical Support Specialist to join our Customer Experience team and act as a key point of contact for merchant-related transactional support. This role focuses on handling incoming requests from merchants of our white-label partners, ensuring the timely resolution of payment issues, and maintaining a high standard of service. The ideal candidate has hands-on experience in a PSP, payment gateway, or acquiring environment and understands transaction flows, payment methods, and operational support processes.

Key Responsibilities:

• Handle complex technical issues escalated by customers, taking full ownership of cases until resolution while communicating directly with them to provide clear updates and explanations throughout the investigation process ;
• Troubleshoot advanced product, system, and integration-related issues by analyzing logs, transaction data, system behavior, and other technical information to identify root causes and resolve customer-impacting problems ;
• Reproduce customer-reported issues in internal or test environments to identify root causes, and collaborate with Engineering teams to elevate bugs or system problems and support their resolution ;
• Support internal testing of new features, AI, fixes, or releases when needed to ensure stability and performance ;
• Document troubleshooting processes, known issues, and solutions while contributing to internal technical documentation and knowledge base articles to support knowledge sharing across the team ;
• Support and mentor junior agents by sharing expertise and helping them resolve technical issues more efficiently.

Requirements:

• Russian (native or fluent);
• English proficiency at B1 level or higher;
• Experience in a B2B support role within fintech, payments, or a similar technical environment;
• Understanding of APIs, payment systems, and basic SQL/database queries;
• Ability to analyze complex technical problems, identify root causes, implement effective solutions, and explain technical concepts clearly to non-technical users;
• Strong team collaboration skills;
• Ability to work in a 24/7 shift-based environment;
• Ability to manage multiple tasks and priorities in a fast-paced environment.

What We Offer:

• Competitive salary package and performance-based bonuses;
• Clear career progression path toward senior technical or product-related roles;
• Ongoing technical training and professional growth opportunities;
• A friendly, dynamic, and multicultural environment where your contributions are valued;
• The option to work in a hybrid format after the probation period.

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