Enterprise Support Specialist (Tech Support)

Nuvei; Bogotá ciudad; Híbrido; COP 66.960.000 - 133.920.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Paid vacation time

Hybrid working environment

Descripción de la vacante

Nuvei seeks an Enterprise Support Specialist to join our fast-growing Operations team. You will act as a trusted advisor to Premium and Enterprise clients, resolving complex technical issues and driving improvements across platforms.

You will handle cases via email, chat and Salesforce, collaborating with Product, R&D, and Risk to ensure timely, high-quality resolutions while maintaining SLAs.

Formación

• 5+ years of hands-on experience in technical support in Payments/FinTech.
• Bachelor’s degree preferred in related fields.
• Strong background with REST APIs, SDKs, IP/HTTP, and SQL.
• Experience with log analysis, basic programming or web development, and technical reporting.
• Familiarity with Salesforce and other CRM/ticketing systems.

Responsabilidades

• Act as a technical trusted advisor for Premium and Enterprise clients.
• Manage production-level technical issues via Salesforce and chat with timely SLAs.
• Coordinate and prioritize support requests by urgency and origin.
• Investigate errors and logs, provide deep-dive analyses and insights.
• Provide real-time technical guidance to clients on Nuvei’s products.
• Collaborate cross-functionally with Product, R&D, Operations and Risk.

Conocimientos

REST APIs

SDKs

SQL

Log analysis

Programming basics

Salesforce

CRM systems

English fluency

Educación

Bachelor’s degree in Industrial Management

Bachelor’s degree in Computer Science or Engineering

Herramientas

Salesforce

CRM / ticketing systems

Descripción del empleo

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

Meet Nuvei, the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 50 markets, 150 currencies and 700 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

Your Mission

We are looking for a Enterprise Support Specialist (Tech support) to join our fast-growing Operations team. Reporting to our Enterprise Support Team Lead, you’ll act as a trusted advisor to Nuvei’s Premium and Enterprise clients —serving as the escalation point for various technical issues, improvements, business requirements, and critical incidents.

You’ll manage complex support cases via email (Salesforce), chat, and other platforms, ensuring timely and high-quality resolutions. Your day-to-day will involve investigating technical and payment-related issues, collaborating with internal and external stakeholders, and contributing to process improvements. This role requires strong analytical skills, FinTech expertise, and the ability to work independently while driving results and fostering cross-functional collaboration.

Key Responsibilities

• Act as a technical trusted advisor and go-to expert on Nuvei’s products and services for Premium and Enterprise clients.
• Manage and resolve production-level technical issues using Salesforce and instant messaging platforms, ensuring timely handling within service level agreements (SLAs).
• Coordinate and prioritize support requests based on urgency and origin, maintaining accountability for resolution.
• Investigate errors and logs, providing deep-dive analysis and actionable insights for both clients and internal teams.
• Provide real-time technical guidance and education to clients on optimal use of Nuvei’s products.
• Proactively identify client needs or issues before they escalated, minimizing disruption and ensuring continuity.
• Translate complex client requirements into clear, actionable items for Product and Development teams.
• Ensure all tasks are performed in line with current procedures and compliance standards.
• Stay informed on industry trends, internal policies, and product updates to ensure accurate support and continuous learning.
• Collaborate cross-functionally with Product, R&D, Operations, and Risk teams to drive resolution and improvement.
• Support clients across diverse industries including Gaming, Airlines, Retail, and E-commerce.
• Contribute to team performance by meeting KPIs and fostering a collaborative work environment.
• Participate in on-call rotations and occasional weekend shifts based on client demand.
• Perform other tasks assigned by management to support team and company goals.

Qualifications

• Minimum 5 years of hands‑on experience in technical support roles, ideally within the Payments or FinTech industry.
• Bachelor’s degree in industrial management, Computer Science, Engineering, or a related field (preferred).
• Strong technical background with expertise in REST APIs, SDKs, IP/HTTP protocols, and advanced SQL.
• Proven experience in log analysis, basic programming or web development, and generating technical reports.
• Familiarity with Salesforce and other CRM or ticketing systems.
• Experience supporting global enterprise clients in high-pressure environments, including C-level engagement.
• Excellent communication and problem‑solving skills and the ability to explain complex technical issues clearly for technical and non‑technical audiences.
• Effective time management, prioritization, and project coordination abilities.
• Comfortable working in a fast‑paced, high‑stress environment with shifting priorities.
• Fluency in English (written and verbal); additional languages are a plus.
• Willingness to collaborate with remote teams and work across time zones.

Nuvei is an equal‑opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.

Benefits

• Medical insurance
• Paid Vacation Time, Paid Sick Time.
• Hybrid working environment.