Technical Support / Account Manager

vertex · Remote · 20 hours ago

Responsibilities:

Support clients throughout the entire lifecycle: onboarding, API integration consultations, testing (sandbox/demo), and go-live / production launch
Handle day-to-day client communication in English and Russian (CRM: HubSpot/Freshchat) — answer product questions, guide clients through the dashboard, resolve issues
Translate client requests, complaints, and feature requests into Jira tickets (bugs and feature specs with reproduction steps and acceptance criteria), coordinate prioritisation with the development team
Act as the bridge between clients and the technical team, Product Manager, and Account/Business Development teams
Investigate discrepancies in transactions, balances, and reporting, monitor product metrics and incidents — including SQL queries and preparing data exports for reconciliation
Manage escalations with external providers

Requirements:

1–2 years of experience in technical account management / fintech support
Fintech experience (payment solutions, banking products, virtual cards/wallets, or similar)
English at Intermediate level or higher; Russian required
Experience with APIs: authentication flows, building requests (Postman/curl), reading technical documentation
Experience with Jira and Confluence; ability to write clear bug reports and requirements
Basic SQL for data analysis and reconciliation

We offer:

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