About the role

Technical Support Engineer focusing on resolving complex payment issues. Supporting both external merchants and internal teams in the fintech sector.

Responsibilities

Provide technical support for payments processing through multiple communication channels.
Investigate and resolve complex payment issues, including transaction declines, API errors, and service interruptions.
Act as an on-call support contact during assigned shifts, including weekends and incident-based night support.(Optional)
Escalate production issues to internal IT teams and external providers, ensuring timely resolution and clear follow-up.
Support daily technical requests from both external customers and internal teams.
Perform payment and transaction status checks and communicate findings clearly to stakeholders.
Create, configure, and maintain merchant accounts and related settings.
Test merchant cases, integrations, and payment methods to ensure proper functionality.
Provide general technical guidance and information on API services and payment processes.
Investigate and clearly explain transaction decline reasons to clients and internal teams.

Prior experience in customer support, technical support, PSPs, financial services, IT testing, or a similar environment.
Strong technical aptitude with above-average computer knowledge.
Analytical and troubleshooting skills with a structured problem-solving mindset.
Excellent written and verbal communication skills, with the ability to clearly document complex bugs and reproduction steps.
Proven ability to multitask effectively and manage multiple requests simultaneously.
Comfortable using multiple systems and applications at the same time.
Intermediate Excel skills.
Experience analyzing log files and technical traces.
Familiarity with APIs, payment gateways, or fintech platforms.
Development or QA/testing background.
Familiarity of payment transaction flows (acquiring/issuing, declines, 3DS, wallets) or the ability to quickly learn them.
Previous experience in on-call or shift-based support roles.

Future-Proof Your Finances: Once you’ve passed probation, we’ll kickstart your Provident Fund to secure your future.
Grow with Us: Annual Learning Budget for professional development (after probation)—because your growth is our growth.
Wolt Your Way Through Lunch: €150 monthly Wolt allowance to keep you fueled and happy.
Drive in Style: After one year with us, you may be eligible for a company car—performance and availability permitting.
Park with Ease: Complimentary parking space just steps from the office, so your commute is as smooth as your workday.
Max Out Your Downtime: 25 days of vacation + public holidays, plus an additional 10 sick days to rest when needed.
Shop & Save: Exclusive local discount card + tickets for exciting events like Beonix, basketball games, and more.
Speak Like a Local: Join free Greek language classes, twice a week, open to all team members.
Celebrate Together: Twice a year, we bring colleagues from all offices together for unforgettable company celebrations.
Global Collaboration & Events: Opportunities to participate in international company events and initiatives, connecting with colleagues from all regions and contributing to a truly global community.