Technical Support Specialist (L1-L2)

Location: Remote Schedule: 2/2

From transaction monitoring and incident response to merchant support and payment flow control - this is where support meets real-time fintech operations. We are building a new payment company focused on iGaming and other high-risk industries. The company provides full-scale payment infrastructure for merchants operating in complex markets: processing, multi-PSP routing, settlements, and global payment orchestration.

To ensure system stability 24/7, we are looking for a Technical Support Specialist (L1–L2) who can operate across both day and night shifts - monitoring, reacting, and resolving issues in real time while keeping payment flows stable and merchants fully supported across multiple GEOs.

Your Mission Ensure uninterrupted operation of payment infrastructure during both day and night shifts by monitoring systems, responding to incidents, and supporting merchants with speed, precision, and ownership.

What You Will Do Monitoring & Incident Response Monitor payment systems, gateways, and infrastructure (Grafana, internal tools, alerts) Detect incidents, anomalies, and performance issues in real time Perform initial diagnostics and troubleshooting Escalate complex issues when needed Merchant Support & Communication Handle merchant requests via HelpDesk, Telegram, and email Provide clear, structured, and timely responses Support merchants with operational and technical issues Maintain high-quality communication under time pressure Payment Flow Control Monitor transaction statuses, routing, and processing flows Track payment behavior across PSPs and internal systems Identify inconsistencies, delays, or failures in payment processing Ensure smooth execution of payment operations Technical Checks & Operations Validate API requests, responses, and logs Perform basic technical checks and issue verification Execute operational tasks: creating entities, configuring routes, managing limits and statuses Work with internal systems and dashboards System Improvements & Knowledge Base Participate in testing new features and system updates Document incidents, solutions, and edge cases Maintain internal knowledge base Contribute to process improvements within the support function

Ideal Candidate Profile Experience & Background 2–3+ years in technical support / monitoring / operations Experience in fintech, payments, or high-load systems is a strong advantage Understanding of merchant support processes Technical Skills Basic understanding of payment systems and transaction flows Experience with APIs, JSON, logs Ability to troubleshoot using metrics and monitoring tools Familiarity with HelpDesk systems, Slack / Telegram English — ability to read technical documentation Soft Skills High attention to detail and responsibility Stress resistance and ability to work in real-time environments Fast reaction and decision-making Structured communication Proactive, hands-on approach Readiness to work both day and night shifts

Why Join Us? Work inside real-time payment infrastructure in high-risk fintech Direct impact on critical payment operations and merchant success Opportunity to build and shape the support function in a new company Exposure to complex payment systems, PSP integrations, and global flows Fast-growing international environment with strong technical leadership Clear growth path within Support / Operations (L2 → L3 → Ops / Product / Payments) High level of ownership and real influence on processes and decisions