Remote job
Remote confirmedTechnical Support Specialist
Mayflower
Our assessment
- Our reading of the full posting text confirms it: fully remote.
- The posting states no salary. Comparable roles in our index (10 postings): median 3,500 euros per month, middle range 2,772 to 4,167 euros.
- 26 more open roles from this employer in our index. 9 of them fully remote.
This section only: calculated automatically by nomado24, from our own job index and our own reading of the posting text. Not stated by the employer.
Job description
Our team is developing a payment gateway for accepting funds from users on behalf of merchants, as well as sending funds from merchants to users. The system involves storing user payment data and is subject to PCI DSS compliance. It contains multiple integrations with payment systems, providers, and other gateways and processors, including 3DS.
We are looking for a Technical Support Specialist to join our Product team and support merchants using our payment orchestration platform.
This role combines technical troubleshooting, merchant support, payment operations, and platform analysis. The ideal candidate is comfortable working with transaction data, logs, APIs, and databases while collaborating closely with merchants and internal teams.
The Technical Support Engineer will act as the first technical escalation point for merchant-related issues and help ensure a smooth merchant experience across the platform.
Job Responsibilities
- Investigate and resolve merchant-reported issues related to payment processing, including failed transactions, decline reasons, and routing behavior;
- Query databases and analyze logs/system events to identify root causes of technical issues;
- Validate processor responses, webhook behavior, and merchant configurations (routing, fraud rules);
- Support merchant onboarding, go-live activities, and payment method configuration;
- Monitor and investigate approval rate anomalies and processor-specific issues;
- Escalate complex cases appropriately — onboarding issues to the Lead Solution Engineer, processor issues to the Integration Team, product defects to the Product Team;
- Maintain troubleshooting guides, knowledge base articles, and document recurring issues for process improvement.
This role is provided by an external source. Applications are handled on the source website.