Technical Support Engineer

About the role

The client provides a payment infrastructure platform that consolidates card payments, payouts and other methods for international merchants. As a Technical Support Engineer you will own complex payment issues from initial report through root‑cause analysis and lasting resolution, working closely with developers during incidents.

Key responsibilities

• Own technical support requests from B2B merchants and payment providers in Russian and English, guiding them to resolution.
• Investigate root causes of payment failures using transaction IDs, logs, API responses and JSON fields such as status_code and transactionStatusReason.
• Coordinate incident response with the development team, from alert to fix.
• Manage daily refund requests and dispute cases through to closure.
• Build and maintain internal Knowledge Base articles based on complex investigations.

Required profile

• 1–2+ years of experience in B2B technical support, integration support or technical account management.
• Hands‑on experience in payments at a gateway, bank or orchestration platform.
• Fluent in English (B2) and Russian.
• Experience in fintech environment.

Required skills

• Reading and troubleshooting JSON data.
• Working with APIs using Postman.
• Analyzing logs in Kibana, Datadog or similar tools.
• Understanding of Auth, Capture, Sale, Refund, Chargeback and 3D‑Secure 2.0.

What we offer

• Competitive salary aligned with experience.
• Fully remote work from anywhere in the world.
• Collaborative, transparent team culture with direct access to Head of Support and engineering.
• High‑impact role in a scaling fintech with path to Team Lead or other technical tracks.
• Recognition of personal milestones and achievements.