Technical Support Specialist

Unlimit; Torreón; Presencial; MXN 529,000 - 883,000; Jornada completa

Descripción de la vacante

A fintech company is looking for a documentation specialist to improve and create customer-facing technical documents for payment solutions. You will manage communication around merchant incidents and assist in troubleshooting payment issues. The ideal candidate has a strong understanding of API products and payment processes. This position requires technical skills, experience in customer support, and a commitment to provide reliable after-hours assistance. Join a diverse and innovative team dedicated to revolutionizing financial services.

Formación

• Proven experience creating technical documentation.
• Willingness to work in shifts for support commitments.
• 2+ years in a fintech or payments environment.
• Understanding of payment lifecycles and troubleshooting.
• Strong technical literacy with APIs and troubleshooting.
• Good programming knowledge to interact with code snippets.
• Ability to work with observability tools for investigation.
• Experience in a ticket-driven environment.

Responsabilidades

• Create and improve customer-facing technical documentation.
• Own merchant incidents from response to resolution.
• Investigate payment issues and identify root causes.
• Manage ticket lifecycles in Salesforce and Jira.
• Coordinate incident response during outages.
• Monitor service health and detect anomalies.
• Maintain operational knowledge documentation.
• Assist in automation initiatives.

Conocimientos

Creating technical documentation

API knowledge

Payments domain knowledge

Problem-solving skills

Customer support experience

Technical literacy with REST APIs

Programming knowledge

English proficiency

Herramientas

Salesforce

Jira

Postman

Splunk

Grafana

Intercom

Zendesk

Descripción del empleo

About Unlimit

Unlimit is the global fintech powerhouse behind the world’s largest proprietary payments infrastructure.

Founded in 2009, Unlimit operates across 17 global offices with 700+ experts, seamlessly integrating 1,000+ payment methods into a single platform. From London to São Paulo, we empower businesses to scale across borders with a unified suite of financial tools — including payment processing, alternative payment methods, multicurrency business accounts, card issuing, banking-as-a-service, and crypto on‑and off‑ramps.

Our mission is to break down financial barriers and enable seamless money movement across borders. We give forward‑thinking businesses the tools to accept, send, and manage payments effortlessly, wherever they operate.

Key responsibilities

• Create and continuously improve customer‑facing technical documentation (integration guides, troubleshooting articles, FAQs, changelog notes) that is accurate, actionable, and aligned with product behaviour
• Own merchant incidents end‑to‑end across chat, voice, and email, from first response to resolution and closure
• Triage and investigate payment issues using logs/metrics/traces, correlate symptoms across systems, and identify the most probable root cause
• Manage the full lifecycle of tickets in Salesforce and Jira, including clear reproduction steps, impact assessment, and evidence packages for Engineering
• Lead incident coordination during outages or degradations: escalated, keep stakeholders updated, document actions taken, and contribute to post‑incident reviews
• Verify merchant integration behaviour (API requests/responses, callbacks/webhooks, idempotency, status transitions) and provide actionable guidance
• Proactively monitor service health using Splunk and Grafana, detect anomalies, and raise risks before they become merchant‑impacting incidents
• Maintain and improve operational and customer‑facing knowledge: runbooks, FAQs, troubleshooting trees, and SOPs; propose process improvements based on recurring patterns
• Perform investigating payment transactions discrepancies
• Assist in implementing automation initiatives to enhance efficiency and scalability
• Partner with Product, Engineering, Risk/Compliance, and Operations to validate fixes, confirm merchant‑side remediations, and reduce repeat incidents
• Contribute to team capability building: peer coaching, knowledge‑sharing, and onboarding of new support specialists

Required Experience And Skills (must-have)

• Proven experience creating customer‑facing technical documentation for API products (integration guides, troubleshooting articles, release notes) with clear structure and reproducible steps
• Willingness to work in shifts and provide after‑hours monitoring/coverage (including evenings/weekends during go‑lives and hypercare) to meet onboarding and merchant support commitments
• Financial services experience: 2+ years in a bank, PSP, acquirer, payment gateway, card processor, or similar regulated payments/fintech environment
• Payments domain knowledge: understanding of payment flows and lifecycles (authorization, capture, refunds, reversals), status models, and merchant troubleshooting patterns
• Strong technical literacy with REST APIs, HTTP, JSON; hands‑on troubleshooting with Postman (or similar)
• Solid hands‑on experience building and troubleshooting API integrations (merchant/partner), including callbacks/webhooks, idempotency, and status transitions
• Good working knowledge of at least one programming language (e.g., Java, Python, JavaScript) to read code snippets, write small utilities, and reason about integration behaviour
• Ability to work with observability tools (Splunk, Grafana) to investigate issues and build evidence‑based hypotheses
• Experience operating in a ticket‑driven environment with strict SLAs, using Jira/Confluence and CRM tools such as Salesforce
• Strong written and spoken English (native or C2), including the ability to de‑escalate and communicate clearly under pressure
• Proficient in using customer support ticketing platforms, including Intercom, Salesforce Service Cloud, and Zendesk

Join Unlimit Team now!

Unlimit is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.