support specialist

We are looking for a Support Specialist L1-L2 to join our banking team remotely.

Responsibilities:

• Support clients throughout all stages of their interaction with the product, including API guidance, assistance with testing, and support during the transition to production.
• Provide ongoing client support, answer product-related questions, assist with the client portal, and help identify and document bugs and issues.
• Support the technical team, Project Manager, and Account Manager in managing and assisting clients.
• Assist with investigating transactions and operations when questions or issues arise during reporting and reconciliation processes.
• Participate in monitoring product performance metrics and help investigate performance drops, anomalies, and incidents.
• Maintain high standards of communication and customer service.
• Contribute to improving support processes and documentation.

Key competencies:

• 2+ years of experience in a similar role.
• Previous experience with fintech products is required, such as payment or banking solutions, virtual cards, digital wallets, or similar fintech products.
• Willingness to investigate complex cases, ask questions, and proactively search for information.
• English proficiency at Intermediate level or higher.
• Experience working with Jira and Confluence.
• Understanding of the Software Development Life Cycle (SDLC) and release processes.
• Experience working with APIs: understanding authentication processes, building requests, reading technical documentation, sending requests using cURL, Postman, or similar tools, and interpreting responses.
• Strong desire to understand problems and help clients, along with teamwork skills, proactivity, and attention to detail.
• Experience reading and analyzing logs in ClickHouse and Grafana would be a plus.

We offer:

• Remote work
• Compensation for English classes
• Flexible start of the working day