Job Specifications & Details
Role Overview
We are a technology developer in the IT and financial technology sector, creating advanced solutions for effective financial management and payment process optimization. Our team supports high-load systems, ensuring the stability and security of all client financial transactions. We are looking for an experienced Support L2 specialist to strengthen our support team. This professional will be responsible for handling complex inquiries, diagnosing incidents, and interacting with merchant clients at a level beyond the capabilities of first-line support.
Key Responsibilities
• Provide technical support to clients regarding transaction processing on the payment platform.
• Process incoming requests via ticket systems (Jira, Bitrix, Telegram) and other communication channels.
• Analyze transactions in the internal CRM, track them by identifiers (receipt, token, order number), and inform clients about statuses and reasons for changes.
• Interact with payment gateways to clarify operation details and create requests for status changes in the financial cabinet.
• Monitor basic system performance metrics, conduct initial incident diagnostics, and determine areas of responsibility.
• Escalate critical situations according to regulations, involving higher support levels or related departments.
• Maintain a record of inquiries, update statuses in Jira/Bitrix, and document new cases in Confluence.
Requirements & Qualifications
• Minimum 2 years of experience in technical support (L1/L2) or a related role.
• Experience with ticket systems (Jira, Bitrix, or similar) and knowledge bases (Confluence).
• Understanding of payment processes: transactions, statuses, gateways, financial operations.
• Skills in initial incident diagnostics, log analysis, and working with internal tools.
• Willingness to work on a shift schedule, including night shifts.
• Attention to detail, client-oriented approach, and clear written communication.
• A plus: experience in IT, fintech, or with payment systems.
• A plus: familiarity with Grafana or other monitoring tools.
• A plus: English language proficiency at B2 level or higher.