The company is a fintech company specializing in local and cross-border payment solutions for emerging markets. Our platform enables global companies to accept payments in local currencies through native methods in each country, facilitating their international expansion.
We are looking for a Technical Support Specialist (L2) to serve as the primary technical link for our key enterprise clients, ensuring their production operational success and leading the quick resolution of production errors and technical incidents.
How do we work?
You’ll join a collaborative team that values autonomy, initiative, and quality. You’ll work closely with backend, frontend, product, and operations teams to build robust and scalable solutions that power global payments.
What will you be doing?
● Be the main technical point of contact for enterprise merchants after the initial onboarding phase.
● Lead technical troubleshooting calls with merchant engineering teams to rapidly resolve errors in Production.
● Manage service tickets, adhering rigorously to defined SLAs and KPIs.
● Utilize observability tools, such as AWS CloudWatch, for log analysis and Root Cause Identification of failures in the payment flow.
● Analyze API and platform tools to detect potential integration failures and resolve technical incidents.
● Analyze and escalate technical bugs and issues to the Product and Development teams in a structured and prioritized manner.
● Maintain comprehensive knowledge of all the company’s products and platform features.
What are we looking for?
● Experience in Technology, Fintech, or the Payments Industry, ideally within multinational environments. Strong familiarity with Incident Resolution, SLAs and ITIL best practices.
● Strong technical background in REST APIs, payment systems, and system integrations.
● Practical experience in reading and querying logs on cloud platforms like AWS (CloudWatch).
● High fluency in English (verbal and written) for managing technical conversations with international clients, and the ability to communicate effectively in Spanish.
● High attention to detail, excellent organizational capacity, and ability to simultaneously manage multiple critical tasks and coordination.
Why join our team?
● Be part of a high-impact company growing across global markets.
● Work on meaningful challenges in the fintech space.
● Competitive compensation and opportunities for growth.
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