Technical Support Engineer in B2B payments

Evotym; United States; Teletrabalho; USD 60 000 - 90 000; Tempo integral

Resumo da oferta

Evotym ищет специалиста технической поддержки B2B для взаимодействия с платежными провайдерами и Merchants. Вы будете принимать запросы на русском и английском языках и доводить их до решения, участвовать в инцидент-менеджменте и интеграциях.

Кандидат имеет опыт работы с JSON, APIs через Postman, знание 3D-Secure 2.0 и анализ логов в Kibana/Datadog. Возможна перспективa роста до Team Lead в масштабирующейся финтех-компании.

Qualificações

• 1–2+ Years of experience in B2B technical support, integration support, or technical account management
• Hands-on payments experience at a payment gateway, bank, or payment orchestration platform
• Experience reading JSON, using APIs in Postman, and investigating issues with Kibana, Datadog, or similar logging tools
• Practical understanding of Auth, Capture, Sale, Refund, Chargeback, and 3D-Secure 2.0
• Experience investigating payment transaction failures using logs, API responses, and transaction identifiers
• English B2 and fluent Russian
• Stay calm and focused when prioritizing actions during live incidents
• Use evidence and logical reasoning to assess problems and decide on next steps
• Spot emerging issues early and follow through without waiting for direction
• Investigate why an issue occurred rather than stopping at a temporary fix

Responsabilidades

• Own technical support requests from B2B merchants and payment providers through to resolution in Russian and English
• Investigate complex payment issues, identify root causes, and drive corrective actions beyond standard troubleshooting
• Analyze transaction failures using IDs, logs, API responses, and JSON fields, including `status_code`, `transactionStatusReason`, and 3D-Secure timeouts
• Coordinate incident response with the development team from the initial alert through resolution
• Manage daily refund requests and related dispute cases through to closure
• Create and maintain internal Knowledge Base articles based on complex investigations

Conhecimentos

Русский язык

English B2

Technical support

JSON parsing

APIs & Postman

Kibana

Datadog

Payment systems

Ferramentas

Postman

Kibana

Datadog

Descrição da oferta de emprego

Описание:

The client provides payment infrastructure for businesses and merchants. Its platform combines card payments, payouts, and other payment methods for international customers.

Задачи:

• Own technical support requests from B2B merchants and payment providers through to resolution in Russian and English
• Investigate complex payment issues, identify root causes, and drive corrective actions beyond standard troubleshooting
• Analyze transaction failures using IDs, logs, API responses, and JSON fields, including `status_code`, `transactionStatusReason`, and 3D-Secure timeouts
• Coordinate incident response with the development team from the initial alert through resolution
• Manage daily refund requests and related dispute cases through to closure
• Create and maintain internal Knowledge Base articles based on complex investigations

Требования:

• 1–2+ Years of experience in B2B technical support, integration support, or technical account management
• Hands-on payments experience at a payment gateway, bank, or payment orchestration platform
• Experience reading JSON, using APIs in Postman, and investigating issues with Kibana, Datadog, or similar logging tools
• Practical understanding of Auth, Capture, Sale, Refund, Chargeback, and 3D-Secure 2.0
• Experience investigating payment transaction failures using logs, API responses, and transaction identifiers
• English B2 and fluent Russian
• Stay calm and focused when prioritizing actions during live incidents
• Use evidence and logical reasoning to assess problems and decide on next steps
• Spot emerging issues early and follow through without waiting for direction
• Investigate why an issue occurred rather than stopping at a temporary fix

Условия:

• Competitive salary aligned with experience
• Collaborative and transparent team culture, with no bureaucracy, direct access to the Head of Support and engineering team, and modern tools
• High-impact role in a scaling fintech company; opportunity to help build the support function from the ground up
• Path to Team Lead or a move into integrations or development
• Recognition of personal milestones and achievements