Technical Support Specialist

Paysafe; Jacksonville (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

Paysafe is seeking a Technical Support Specialist in Florida to support both Enterprise and SMB merchants. You will serve as a key company ambassador, handling inquiries, guiding clients, and ensuring timely resolutions across Paysafe’s payment platforms.

Ideal candidates bring 2+ years in technical support, strong English communication, and comfort with web technologies. Join a global payments leader with a customer-centric service mindset.

Qualifications

• Minimum 2 years in technical support or help desk roles.
• Ability to handle confidential information responsibly.
• Familiarity with HTTP/HTML/XML/REST/JSON and web-based apps.

Responsibilities

• Provide email and phone support to existing merchants.
• Serve as primary contact for merchant requests and issues.
• Analyze payment issues, assist with disputes, provide solutions.
• Perform problem determination and investigate technical issues.
• Troubleshoot and resolve issues related to Paysafe’s apps and systems.
• Communicate promptly with merchants, account managers, and partners.
• Collaborate with internal teams to resolve customer issues.
• Own reported issues with escalation follow-up for resolution.
• Participate in the out-of-hours on-call rotation.

Skills

Technical support

Data privacy

Web protocols

English proficiency

Customer communication

Job description

Paysafe is a global payments platform powering the experience economy, with a strong focus on the iGaming, video gaming, e-commerce, online trading, retail, travel and hospitality sectors. With 30 years of expertise in payment technology, Paysafe helps businesses and consumers lift every experience through seamless, secure payment solutions, including card payments, digital wallets such as Skrill, eCash solutions like PaysafeCard, and a suite of local payment methods. With approximately 2,900 employees across 12 countries and annualized transactional volume of $167 billion in 2025, Paysafe connects people and businesses worldwide through innovative digital payment experiences.

To help us fuel accelerated growth, we are looking for a Technical Support Specialist for our team.

As a member of our Technical Support team, you will be an important representative and ambassador of the company brand, by providing exceptional levels of support, expert guidance and service. You will be serving both our Enterprise and SMB merchant base as well as internal departments.

What to expect:

• Provide e-mail and phone support to existing merchants
• Serve as a primary point of contact for merchant requests, questions, guidance and service issues.
• Analyze merchant’s payment related issues, assist with disputes, and provide sustainable solutions
• Perform problem determination with merchants as well as conduct investigations for technical issues
• Troubleshoot and resolve technical issues related to Paysafe’s applications and systems
• Ensure prompt communication with merchants, account managers, and partner managers on request status
• Collaborate with internal teams (Development, Technical Operations, Compliance team, Payments, Legal etc.) to resolve customer issues and requests
• Take full ownership of reported issues (internal and external), including close follow-up on escalations to ensure efficient resolution
• Participate in the out-of-hours on-call rotation

To be successful you need to have:

• At least 2 years of experience in technical support
• Knowledge on how to professionally deal with confidential information
• Understanding of major internet protocols and languages: HTTP, HTML, Web services, XML, REST, JSON
• Familiarity with web-based applications and e-commerce principles like Webhooks, callbacks and CSS is considered an advantage
• Ability to communicate effectively and professionally in English, both in writing and verbally
• A strong sense of responsibility, teamwork, attention to detail, urgency and accountability
• Follow the best practice ticket management process, i.e. ensuring tickets owned are handled and updated timely and every effort is made to meet service levels

Are you ready to take your career to the next level? Join our team that is inspired by a unified vision and propelled by passion.

Equal Employment Opportunity
Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you.