We are looking for a remote Support Specialist L1.
Responsibilities:
- Supporting clients throughout all stages of their interaction with the product (API consultation, assistance with testing, participation in onboarding to production)
- Providing support during clients’ daily work with the product: answering questions, assisting with the dashboard, helping identify bugs and issues
- Assisting the technical team, PM, and account manager in managing client accounts.
- Supporting operational processes when questions/issues arise during reporting or reconciliation
- Participating in monitoring product performance metrics and helping investigate drops/anomalies and incidents
- Maintaining high-quality communication standards
- Contributing to the improvement of support processes and documentation
Key competencies:
- 2+ years of experience in a similar role
- Experience working with fintech products is required (PSP/payment gateway/card processing or other payment solutions)
- Ability to handle complex cases, ask the right questions, and search for information
- English level Intermediate or higher
- Confident user of Jira
- Understanding of the software development and release lifecycle (SDLC)
- Experience working with APIs: understanding authorization, composing requests, reading technical documentation, sending requests (curl/Postman or similar), and reading responses
- A problem-solving mindset, willingness to help clients, teamwork skills, proactivity, and attention to detail
- Experience reading logs in ClickHouse or Grafana will be a plus
We offer:
- Remote work
- Flexible start of the working day
- Compensation for English classes
Ready to apply for this role?
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