Technical Support Engineer

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Descrizione

About the Client Our client provides payment infrastructure for businesses and merchants. Its platform brings together card payments, payouts and other payment methods for international customers. Role Overview 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. Key Responsibilities 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. Requirements 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, Da

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