L1 Support Specialist - Middle

FinteqHub; Poznań; Remote; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Remote work

Private insurance

1 extra day off per year

Sports program compensation

Mental health programme

Free online English lessons

Generous referral program

Training and conferences

Job summary

FinteqHub is seeking an L1 Support Specialist to serve as the main point of contact for our B2B clients, ensuring stable platform performance and high-quality support as we scale globally.

You will resolve incoming technical requests, analyze root causes, and collaborate with internal teams to deliver timely solutions. This role emphasizes communication, proactive problem-solving, and a commitment to operational excellence.

Qualifications

• Must-have: Russian and English proficiency at upper-intermediate level.
• Previous experience in a support/technical role or relevant education/courses.
• Basic understanding of API/HTTP/JSON.
• Familiarity with AI tools (e.g., Gemini, GPT, Claude).

Responsibilities

• Act as the primary contact for B2B clients with technical issues.
• Analyze root causes and escalate to the relevant department.
• Create and fix payment configurations for clients.
• Assist clients in using our products and features.
• Monitor dashboards and respond to technical alerts.

Skills

Russian (Upper Intermediate)

English (Upper Intermediate)

Customer support experience

Technical troubleshooting

API/HTTP/JSON familiarity

AI tools familiarity

Proactive mindset

Job description

Overview:

FinteqHub is hiring an L1 Support Specialist to join our team. You will act as the primary point of contact for our clients, handling technical issues and ensuring the stable operation of our platform, while contributing to consistent, high-quality support as we continue to scale globally.

About Product:

The Payment Gateway is part of our growing fintech software and payment management system. The team works on providing clients with a payment platform designed to help online businesses manage and process monetary transactions worldwide.

Purpose of the role:

You will manage and resolve incoming technical requests from clients to ensure stable platform performance and uninterrupted service delivery. Your work will impact client satisfaction and operational efficiency by providing timely issue resolution, clear communication, and effective escalation across internal teams.

Key responsibilities:

• Being the primary point of contact for our B2B clients regarding technical issues
• Analyzing root cause of the issue and escalating it to the relevant department
• Creating and fixing payment configurations for clients
• Providing help with using our products
• Observing dashboards and reacting to technical alerts of the system

Required Experience:

• Russian Proficiency - Upper Intermediate or higher
• English Proficiency - Upper Intermediate or higher
• Previous experience in support/technical role or relevant education/courses
• Basic understanding of API/HTTP/JSON
• Familiarity with AI tools (Gemini/GPT/Claude)
• Proactive mindset with a commitment to delivering results

Nice to have:

• Hands-on experience with Payment Systems Providers (cascading, 3DS, etc)

Our Benefits:

• Full-time remote work opportunities and flexible working hours
• Private insurance
• Additional 1 Day Off per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with a native speaker
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events.