Technical Support Specialist

Our team is developing a payment orchestration for accepting funds from users on behalf of merchants, as well as sending funds from merchants to users. The system involves storing user payment data and is subject to PCI DSS compliance. It contains multiple integrations with payment systems, providers, and other gateways and processors, including 3DS.

We are looking for a Technical Support Specialist to join our Product team and support merchants using our payment orchestration platform.
This role combines technical troubleshooting, merchant support, payment operations, and platform analysis. The ideal candidate is comfortable working with transaction data, logs, APIs, and databases while collaborating closely with merchants and internal teams.
The Technical Support Engineer will act as the first technical escalation point for merchant-related issues and help ensure a smooth merchant experience across the platform.

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 appropriately — onboarding issues to the Lead Solution Engineer, processor issues to the Integration Team, product defects to the Product Team;

• Maintain troubleshooting guides, knowledge base articles, and document recurring issues for process improvement.