About the Role
This is a hands-on technical support and integration role focused on ensuring merchants are fully configured, technically validated, and ready for successful production launches. You will work at the intersection of merchant onboarding, payment integrations, troubleshooting, and platform reliability within a fast-moving fintech and crypto environment. The role involves configuring payment methods and routing, validating APIs, investigating transaction issues, and identifying the root causes of technical incidents. You will collaborate closely with international merchants and Engineering teams to resolve complex issues and ensure smooth Go-Live experiences. With significant ownership over production readiness, your work will directly contribute to platform reliability and merchant success. This is an excellent opportunity for a technically curious support professional who enjoys solving challenging problems and working with modern financial infrastructure.
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Accountabilities
- Lead technical merchant onboarding by configuring integrations, payment routing, and payment methods across PSP, on/off-ramp, and card solutions.
- Manage API access and system environments, including issuing API keys and ensuring configurations are correctly established for production readiness.
- Validate API requests and troubleshoot integration issues using tools such as Postman, identifying configuration or technical problems before merchants go live.
- Investigate transaction incidents by analyzing JSON payloads, SQL queries, system logs, and monitoring data to identify root causes and determine appropriate remediation.
- Use monitoring and observability tools such as Grafana to trace transaction errors and investigate issues across technical systems.
- Replicate and isolate reported bugs to determine whether an issue originates on the merchant side or within the platform.
- Triage technical issues and provide clear, actionable escalations to Engineering when deeper investigation or product fixes are required.
- Support the final technical verification and production readiness process for merchants, ensuring configurations and integrations meet the required standards before launch.
- Communicate technical findings clearly to international merchants and internal stakeholders, translating complex technical issues into understandable explanations and actionable next steps.
- Prepare concise incident reports and technical findings while maintaining accurate documentation throughout troubleshooting and resolution processes.
- Remain accountable for issues through resolution, prioritizing accuracy, responsiveness, and reliable execution in time-sensitive situations.
Requirements
- You have at least 1 year of experience in L2/L3 technical support or a strong track record as a Senior Support Agent or Support Manager, ideally within fintech, crypto, payments, or a related technology environment.
- You have hands-on experience working with system logs and monitoring tools and can trace transaction errors to identify their underlying causes.
- You understand client-server architecture, REST APIs, and JSON structures and can apply this knowledge to integration troubleshooting.
- You are comfortable using Postman to validate API requests, investigate responses, and troubleshoot integration issues.
- You have strong analytical and problem-solving skills, with the ability to perform root-cause analysis and develop clear remediation plans under time constraints.
- You have exceptional attention to detail and understand the importance of precision when managing technical configurations, access credentials, payment settings, and production environments.
- You are proactive and self-directed, taking ownership of merchant issues rather than waiting for step-by-step instructions.
- You can quickly learn new technical documentation, systems, workflows, and product requirements in a rapidly evolving environment.
- You remain calm and effective under pressure and are comfortable handling incidents where accuracy and response time are critical.
- You have fluent Russian language skills and upper-intermediate to advanced English proficiency, approximately B2/C1, enabling you to communicate complex technical matters effectively with international merchants and colleagues.
- You can write concise incident reports and present technical findings clearly to both technical and non-technical stakeholders.
- You are committed to continuous learning and are motivated by opportunities to develop toward senior SRE, product, or engineering responsibilities.
Benefits
- Fully remote work within an agile and international team.
- Competitive salary based on your experience, skills, and individual contribution, with salary expectations requested in USDC.
- Career progression opportunities toward senior SRE, product, or engineering roles.
- Significant ownership and direct impact on platform reliability, merchant success, and production readiness.
- Opportunity to work at the intersection of fintech, cryptocurrency, payments, APIs, and digital financial infrastructure.
- Collaborative and transparent working environment that encourages open communication, experimentation, and measurable impact.
- Opportunity to work on technically challenging problems while continuously developing your technical and analytical skills.
