Technical Support Specialist (L2)

paytech builds the technology behind modern payments. Our white-label payment gateway, payment orchestration platform, and growing suite of payment products help businesses launch, scale, and optimise their payment infrastructure. We’re looking for a Technical Support Specialist (L2) to join our Customer Experience team and take ownership of complex technical and payment-related issues. Key Responsibilities: - Investigate and resolve complex technical issues related to payment transactions, products, and integrations - Analyse logs, transaction data, API requests and responses, and system behaviour to identify root causes - Take full ownership of escalated cases, ensuring timely resolution and clear communication with customers - Reproduce reported issues in test environments and collaborate with Engineering teams to resolve bugs and system problems - Troubleshoot payment failures, transaction errors, and integration-related incidents - Support internal testing of new features, fixes, and releases to ensure product stability - Document known issues, troubleshooting steps, and solutions to improve the internal knowledge base - Support and mentor junior support agents, sharing technical expertise and best practices - Collaborate with internal teams to continuously improve support processes and customer experience Requirements: Must-have: - Experience in B2B technical support within fintech, payments, or a similar technical environment - Understanding of payment processing, transaction lifecycles, and payment systems - Practical knowledge of APIs, HTTP requests/responses, and basic SQL/database queries - Ability to analyse logs, investigate technical incidents, and identify root causes - Strong troubleshooting, analytical thinking, and problem-solving skills - Ability to explain complex technical issues clearly to non-technical customers - Experience working with technical support tools, ticketing systems, and escalation processes - Ability to manage multiple priorities and work effectively in a fast-paced environment - Willingness to work in a 24/7 shift-based environment - Native or fluent Russian and English at B1 level or higher Nice-to-have: - Hands-on experience with PSPs, payment gateways, or acquiring platforms - Experience troubleshooting payment integrations and API-related issues - Familiarity with Postman, Jira, and technical monitoring tools What We Offer: - Opportunity to work with complex payment technologies in a fast-growing fintech environment - Clear career progression toward senior technical, team leadership, or product-related roles - Competitive salary package and performance bonuses - Ongoing technical training and professional development - Work equipment tailored to your needs: Mac, Windows, or Linux - Cozy Limassol office with coffee, snacks, drinks, PS5, and rooftop view - Private medical insurance after probation and additional benefits, including sport coverage - Partial lunch coverage - Hybrid work option after probation - Full work-permit support