Technical Support Engineer (B2B Fintech / Payments)

About the Client

Our client provides payment infrastructure for businesses and merchants. Its platform brings together card payments, payouts and other payment methods for international customers.

Role Overview

Take ownership of challenging payment issues, from the first alert to a clear resolution. As a Technical Support Engineer, you will work with B2B merchants and payment providers, investigate transactions using APIs and logs, and help develop support practices. You will communicate with international clients in English and Russian.

Key Responsibilities

• Own technical support requests from B2B merchants and payment providers in Russian and English through to resolution.

• Investigate complex payment issues, identify root causes and drive corrective actions beyond standard troubleshooting.

• Analyse 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 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.

Requirements

• 1-2+ years of experience in B2B technical support, integration support or technical account management.

• Hands-on experience in payments at a payment gateway, bank or payment orchestration platform.

• Experience reading JSON, working with APIs in Postman and investigating issues in 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.

• Languages: English B2, Russian Fluent.

Key Soft Skills

You could be a good fit if you:

• Stay calm and focused when prioritising 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.

What We Offer

• Competitive salary aligned with experience.

• Collaborative and transparent team culture: no bureaucracy, direct access to the Head of Support and the engineering team, and modern tools.

• High-impact role in a scaling fintech company: help build the support function from the ground up, with a path to Team Lead or a move into integrations or development.

• Recognition of personal milestones and achievements.

• Fully remote work arrangement from anywhere in the world.