Required Technical Support
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.
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.
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.
