Tech/Client Support Specialist

About the role

We are looking for a motivated Technical Support Specialist to act as the bridge between our payment platform and its merchant clients. You will help onboard new users, troubleshoot integration issues, and support internal teams with technical queries.

Key responsibilities

• Assist merchants and corporate clients with onboarding and integration to the payment system.
• Respond to support tickets via Jira or email, providing clear, timely resolutions.
• Investigate and troubleshoot payment issues, integration errors, and platform behavior.
• Participate in support calls, guide clients through technical problems, and document outcomes.
• Log, escalate, and follow up on issues requiring engineering assistance.
• Support Operations and Customer Service teams with platform‑related queries and data look‑ups.
• Interpret system logs, API calls, webhook responses, and monitor integration health.
• Create and maintain technical documentation, FAQs, and internal knowledge bases.

Required profile

• Strong written and verbal communication skills.
• Ability to translate complex technical topics for non‑technical users.
• Problem‑solving mindset with patience and empathy.
• Team‑first attitude and capacity to manage multiple priorities in a fast‑paced environment.

Required skills

• Experience with ticketing systems such as Jira or Zendesk.
• Understanding of APIs, JSON, HTTP status codes and headers.
• Proficiency with API testing tools like Postman.
• Knowledge of secure file transfer protocols (e.g., SFTP).
• Familiarity with payment messaging formats such as ISO 20022 or NACHA.
• Basic scripting or SQL query ability for data look‑ups.