Technical Support Specialist

paytech; Wrocław; Hybrid; PLN 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary package

Career progression

Technical training

Friendly multicultural environment

Hybrid format after probation

Job summary

paytech is seeking a Technical Support Specialist to join its Customer Experience team in Poland. You will act as the primary contact for merchant-related transactional support, handle complex technical issues, and ensure timely resolutions across PSP, payment gateway, or acquiring environments.

The role requires Russian and English (B1+), with experience in fintech or payments, API understanding, and SQL basics.

Qualifications

• Experience in a B2B fintech support role preferred.
• Knowledge of APIs, payment systems, and SQL basics.
• Strong problem-solving and ability to explain technical concepts clearly.

Responsibilities

• Handle complex technical issues escalated by customers and own cases until resolution.
• Troubleshoot product, system, and integration issues using logs and transaction data to identify root causes.
• Reproduce customer issues in internal/test environments and coordinate with Engineering to escalate bugs.
• Support internal testing of new features, fixes, or releases for stability and performance.
• Document troubleshooting steps and contribute to internal knowledge bases.
• Mentor junior agents and share expertise to improve team efficiency.

Skills

Russian

English (B1+)

Fintech experience

APIs

SQL

Troubleshooting

Teamwork

24/7 shift

Job description

paytech is a next-generation payment technology company focused on delivering secure, scalable, and frictionless payment solutions for businesses worldwide. Our payment gateway powers thousands of merchants, and we are now expanding its capabilities with new, innovative functionality.

We are looking for a Technical Support Specialist to join our Customer Experience team and act as a key point of contact for merchant-related transactional support. This role focuses on handling incoming requests from merchants of our white-label partners, ensuring the timely resolution of payment issues, and maintaining a high standard of service. The ideal candidate has hands-on experience in a PSP, payment gateway, or acquiring environment and understands transaction flows, payment methods, and operational support processes.

Key Responsibilities:

• Handle complex technical issues escalated by customers, taking full ownership of cases until resolution while communicating directly with them to provide clear updates and explanations throughout the investigation process ;
• Troubleshoot advanced product, system, and integration-related issues by analyzing logs, transaction data, system behavior, and other technical information to identify root causes and resolve customer-impacting problems ;
• Reproduce customer-reported issues in internal or test environments to identify root causes, and collaborate with Engineering teams to elevate bugs or system problems and support their resolution ;
• Support internal testing of new features, AI, fixes, or releases when needed to ensure stability and performance ;
• Document troubleshooting processes, known issues, and solutions while contributing to internal technical documentation and knowledge base articles to support knowledge sharing across the team ;
• Support and mentor junior agents by sharing expertise and helping them resolve technical issues more efficiently.

Requirements:

• Russian (native or fluent);
• English proficiency at B1 level or higher;
• Experience in a B2B support role within fintech, payments, or a similar technical environment;
• Understanding of APIs, payment systems, and basic SQL/database queries;
• Ability to analyze complex technical problems, identify root causes, implement effective solutions, and explain technical concepts clearly to non-technical users;
• Strong team collaboration skills;
• Ability to work in a 24/7 shift-based environment;
• Ability to manage multiple tasks and priorities in a fast-paced environment.

What We Offer:

• Competitive salary package and performance-based bonuses;
• Clear career progression path toward senior technical or product-related roles;
• Ongoing technical training and professional growth opportunities;
• A friendly, dynamic, and multicultural environment where your contributions are valued;
• The option to work in a hybrid format after the probation period.