Technical support engineer in payment infrastructure

Our client provides payment infrastructure for businesses and merchants. Its platform brings together card payments, payouts and other payment methods for international customers. Take ownership of complex payment issues, from the first report to the root cause and lasting fix. You will work with skilled developers during incidents and turn investigation findings into better support practices. This is a hands-on role with scope to help develop the support function as the business grows.

• Own technical support requests from B2B merchants and payment providers in Russian and English through to resolution.
• Investigate the root causes of complex payment issues and drive corrective actions beyond standard troubleshooting.
• Analyse transaction failures using transaction IDs, logs, API responses and JSON fields, including `status_code`, `transactionStatusReason` and 3D-Secure timeouts.
• Coordinate incident response with the development team, from initial alert through resolution.
• Manage daily refund requests and related dispute cases through to closure.
• Build and maintain internal Knowledge Base articles based on complex investigations.

• 1–2+ years of experience in B2B technical support, integration support or technical account management.
• Hands-on experience in payments at a payment gateway, bank or payment orchestration platform.
• Experience reading JSON, working with APIs in Postman and investigating issues in Kibana, Datadog or similar logging tools.
• Practical understanding of Auth, Capture, Sale, Refund and Chargeback, and how 3D-Secure 2.0 works.
• Experience investigating payment transaction failures using logs, API responses and transaction identifiers.
• Languages: English B2, Russian Fluent.
• Experience in fintech
• Stays calm and focused when prioritising actions during live incidents.
• Uses evidence and logical reasoning to assess problems and choose next steps.
• Spots emerging issues early and follows through without waiting for direction.
• Looks for the cause of an issue rather than stopping at a temporary fix.

• Competitive salary aligned with experience
• Collaborative and transparent team culture: no bureaucracy, direct access to the Head of Support and the engineering team, and modern tools
• High-impact role in a scaling fintech company: help build the support function from the ground up, with a path to Team Lead or a move into integrations or development
• Recognition of personal milestones and achievements
• Fully remote work arrangement from anywhere in the world