Technical Support Professional
2 days ago
We are seeking a highly skilled Technical Support Professional to join our team. As a key member of our technical support team, you will be responsible for providing expert-level technical support to our customers, troubleshooting complex technical issues, and collaborating with internal teams to resolve technical problems.
About the RoleAs a Technical Support Agent, you will serve as a key escalation point for complex technical issues that Tier 1 agents are unable to resolve. You will interact directly with merchants, developers, and internal teams to diagnose and troubleshoot payment-related issues, guide users through system integrations, and work closely with product and engineering teams to resolve bugs or provide feedback.
The ideal candidate will have a strong understanding of payment gateways, API integrations, tokenization, webhooks, and transaction processing. They will also possess excellent communication and interpersonal skills, with the ability to provide clear and concise guidance to merchants and partners.
In this role, you will have the opportunity to work on a wide range of technical issues and develop your skills in a dynamic and fast-paced environment. You will also contribute to the development of internal documentation and knowledge base articles to improve support processes.
Key Responsibilities- Respond to and resolve complex technical support tickets escalated from Tier 1 support
- Troubleshoot issues related to payment gateways, API integrations, tokenization, webhooks, and transaction processing
- Collaborate with internal teams such as Engineering, QA, and Product to investigate and resolve technical problems
- Analyze logs, API calls, and transaction data to identify issues and provide actionable insights
- Assist merchants and partners with system configuration, SDK usage, and integration best practices
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