Technical Support Specialist
New
M
MayflowerFintech Payments
Full remote work. This opportunity is also available for those who already live in Limassol, Cyprus.Full-TimeMiddle
SalaryCompetitive compensation with a service contract. Transparent performance reviews twice a year, with bonus opportunities and salary adjustments.
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Job Details
- Languages
- Fluent English
- Experience
- 3+ years
- Required Skills
- SQLKibanaGrafanaRESTful APIsJSONPostmanTechnical support
Requirements
- 3+ years of experience in Technical Support, Fintech, Payments, PSPs, or Merchant Support / Payment Operations.
- Ability to analyze application logs and investigate technical issues.
- Experience working with REST APIs, JSON, and tools like Postman.
- Experience working with SQL and querying databases.
- Understanding of Authorization/Capture flows, Refunds, Chargebacks, and 3DS Authentication.
- Understanding of Payment Routing, Acquiring/PSP ecosystems, and merchant onboarding processes.
- Strong analytical and problem-solving skills, with the ability to explain technical issues to non-technical users.
- Fluent English proficiency.
- Ability to manage multiple priorities.
- Experience with monitoring/analytics tools such as Kibana, Grafana, or Metabase.
Responsibilities
- Investigate and resolve merchant-reported issues related to payment processing, including failed transactions, decline reasons, and routing behavior.
- Query databases and analyze logs/system events to identify root causes of technical issues.
- Validate processor responses, webhook behavior, and merchant configurations (routing, fraud rules).
- Support merchant onboarding, go-live activities, and payment method configuration.
- Monitor and investigate approval rate anomalies and processor-specific issues.
- Escalate complex cases to appropriate engineering or product teams.
- Maintain troubleshooting guides and knowledge base articles for process improvement.
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