Support Specialist L1

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