As a Technical Support you will:
Handle customer requests professionally, maintaining SLAs and high satisfaction rates.
Own complex cases and escalate effectively across internal teams (R&D, Product, SecOps, etc.).
Troubleshoot technical issues, conduct root cause analysis (RCA), and deliver resolutions.
Collaborate cross-functionally with Engineering, DevOps, SecOps, FinOps, SMB, SE, Product, FieldOps, Finance, CompOps, Network, and Risk.
Communicate clearly and empathetically with customers via HubSpot, phone, and email.
Verify functionality in Sandbox and Production environments to support accurate issue resolution.
Document solutions, best practices, and contribute to the internal knowledge base.
Support and guide Tier 1 agents, acting as their escalation point.
Assist with the onboarding and training of new Tier 1 agents.
Handle customer requests professionally, maintaining SLAs and high satisfaction rates.
Own complex cases and escalate effectively across internal teams (R&D, Product, SecOps, etc.).
Troubleshoot technical issues, conduct root cause analysis (RCA), and deliver resolutions.
Collaborate cross-functionally with Engineering, DevOps, SecOps, FinOps, SMB, SE, Product, FieldOps, Finance, CompOps, Network, and Risk.
Communicate clearly and empathetically with customers via HubSpot, phone, and email.
Verify functionality in Sandbox and Production environments to support accurate issue resolution.
Document solutions, best practices, and contribute to the internal knowledge base.
Support and guide Tier 1 agents, acting as their escalation point.
Assist with the onboarding and training of new Tier 1 agents.
Requirements:
Able to work independently from our regional office.
Experience in a customer-facing role in a global B2B environment.
Strong troubleshooting skills using logs, tools, and structured thinking.
Proficiency with: Postman, Kibana, Jira, Confluence, HubSpot or other CRM systems.
Solid understanding of API integrations and bug tracking/reporting tools.
Excellent written and verbal English skills.
Great technical documentation and communication abilities.
Ability to work well under pressure in a fast-paced environment.
Experience in payments or fintech Big Advantage.
Able to work independently from our regional office.
Experience in a customer-facing role in a global B2B environment.
Strong troubleshooting skills using logs, tools, and structured thinking.
Proficiency with: Postman, Kibana, Jira, Confluence, HubSpot or other CRM systems.
Solid understanding of API integrations and bug tracking/reporting tools.
Excellent written and verbal English skills.
Great technical documentation and communication abilities.
Ability to work well under pressure in a fast-paced environment.
Experience in payments or fintech Big Advantage.
This position is open to all candidates.
