technical support specialist for payment orchestration

The team is developing a payment gateway that accepts funds from users on behalf of merchants and sends funds from merchants to users. The system stores user payment data, complies with PCI DSS, and integrates with payment systems, providers, gateways, and processors, including 3DS.

• Investigate and resolve merchant-reported payment processing issues, including failed transactions, decline reasons, and routing behavior
• Query databases and analyze logs and system events to identify the root causes of technical issues
• Validate processor responses, webhook behavior, and merchant configurations, including routing and fraud rules
• Support merchant onboarding, go-live activities, and payment method configuration
• Monitor and investigate approval rate anomalies and processor-specific issues
• Escalate onboarding issues to the Lead Solution Engineer, processor issues to the Integration Team, and product defects to the Product Team
• Maintain troubleshooting guides and knowledge base articles, and document recurring issues to improve processes

• 3+ Years of experience in Technical Support, Fintech, Payments, PSPs, Merchant Support, or Payment Operations
• Ability to analyze application logs and investigate technical issues
• Experience with REST APIs, JSON, and tools such as Postman
• Experience with SQL and database queries
• 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 and strong communication skills; ability to manage multiple priorities
• Будет плюсом: experience with monitoring and analytics tools such as Kibana, Grafana, or Metabase, experience with payment orchestration platforms

• Service contract
• Performance reviews twice a year, with bonus opportunities and salary adjustments
• Annual allowance for home office improvements, sports activities, equipment upgrades, and other benefits
• Paid language courses, access to learning platforms, and a mindfulness benefit, including psychological support with 50% coverage
• Career growth opportunities in a fast-scaling project, with opportunities to influence technical decisions
• Peer reward program
• Available to people already living in Limassol, Cyprus
• EU-based employment contract and a 3-year Cyprus work visa
• Private medical insurance for the employee and their family, a corporate mobile plan with unlimited service in Cyprus and roaming, and interest-free support for car purchases
• 50% Coverage of school and kindergarten fees for children
• Fully covered sports benefits, access to in-house electric scooters and bike rentals
• Fully equipped office in Limassol city center, free catering, an in-house coffee bar, and a health bar with nutritious snacks
• Benefits are provided in accordance with the company’s policies and eligibility criteria