Tech Support Specialist

This is a remote position. Technical Issue Management (L1 Support) • Manage and troubleshoot Level 1 technical issues reported by clients, ensuring timely resolution. • Identify, analyze, and correct bugs or issues that fall within the scope of your responsibility. • Escalate complex or unresolved issues to the appropriate technical teams while maintaining ownership of communication with the client. • Document and maintain a knowledge base of recurring issues and their resolutions. API Integration Support • Assist clients with connecting to our APIs, providing step-by-step guidance and troubleshooting integration challenges. • Validate API connections to ensure successful implementation and proper functionality. • Act as a technical advisor to clients during the onboarding process, ensuring their requirements are fully met. New PSP Implementation and Configuration • Act as the first technical filter for new Payment Service Providers (PSPs), ensuring compatibility and identifying potential challenges early. • Configure MIDs (Merchant IDs) and PSPs as part of the implementation process. • Collaborate with internal teams to validate and test new PSP integrations. Customer Collaboration • Serve as the main technical contact for customers during the early stages of their journey with our platform. • Build strong relationships with clients by providing responsive, knowledgeable, and empathetic support. • Provide regular updates and feedback to clients regarding issue resolution and progress on implementations. Collaboration & Escalation • Collaborate with internal teams (engineering, product, and operations) to resolve complex issues and ensure client success. • Escalate unresolved issues to the appropriate teams, ensuring clear communication and timely resolution. • Identify opportunities to enhance internal workflows and customer-facing processes, especially around API integrations and PSP implementations. Monitoring & Reporting • Monitor support ticket queues, prioritize cases, and meet response and resolution time goals. • Track and report on support metrics, identifying trends and opportunities for improvement. Requirements Based in Europe Experience & Education • Experience: 3+ years in technical support or a related role (preferably in fintech, SaaS, or payment solutions). • Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred). Skills & Competencies • Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues. • Knowledge of payment processing systems, APIs, and integrations. • Familiarity with REST APIs, JSON, and troubleshooting API-related issues. • Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences. • Customer-focused mindset with a commitment to delivering high-quality support. • Fluent in Spanish and English (additional languages such as Italian and German are a plus). Tools • Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira). • Familiarity with APIs, payment gateways, and payment orchestration platforms. • Proficiency with basic debugging tools and techniques. Benefits What We Offer: • Competitive salary and benefits. • Opportunities for professional growth in a global fintech company. • Training and development programs to enhance your technical expertise. • A collaborative and supportive work environment. • Work full remote. Assigned Recruiter(s) Jordan Fernandez Date Opened 02/04/2025 Work Experience 4-5 years Industry Financial Services Expertise IT Remote Job Job Type Full time Apply Job!