Technical Support Engineer (On Call)

payabl. empowers businesses to grow through payments innovation and banking services. Our ambition is to expand our strong portfolio of global financial services we provide to businesses and make them all available in one place on our platform we call payabl.one. As a licensed financial company with principal membership with card schemes, we specialize in global payments and providing businesses with multi-currency accounts. The role is about: A Technical Support Engineer plays a key role in ensuring the stability, reliability, and smooth operation of our payment services. This role sits at the intersection of technology, payments, and customer support, focusing on resolving complex technical and transaction-related issues, supporting both external merchants and internal teams, and maintaining high service standards. The role has a direct impact on transaction success rates, incident resolution, and overall client experience, particularly during time-critical situations. Location: Limassol, Cyprus Reporting to: Head of Technical Operations (Payments) What will you do: Provide technical support for payments processing through multiple communication channels. Investigate and resolve complex payment issues, including transaction declines, API errors, and service interruptions. Act as an on-call support contact during assigned shifts, including weekends and incident-based night support. Escalate production issues to internal IT teams and external providers, ensuring timely resolution and clear follow-up. Support daily technical requests from both external customers and internal teams. Perform payment and transaction status checks and communicate findings clearly to stakeholders. Create, configure, and maintain merchant accounts and related settings. Test merchant cases, integrations, and payment methods to ensure proper functionality. Provide general technical guidance and information on API services and payment processes. Investigate and clearly explain transaction decline reasons to clients and internal teams. What we need: Prior experience in customer support, technical support, PSPs, financial services, IT testing, or a similar environment. Strong technical aptitude with above-average computer knowledge. Analytical and troubleshooting skills with a structured problem-solving mindset. Excellent written and verbal communication skills, with the ability to clearly document complex bugs and reproduction steps. Proven ability to multitask effectively and manage multiple requests simultaneously. Nice to have skills: Intermediate Excel skills. Experience analyzing log files and technical traces. Familiarity with APIs, payment gateways, or fintech platforms. Development or QA/testing background. Familiarity of payment transaction flows (acquiring/issuing, declines, 3DS, wallets) or the ability to quickly learn them. Previous experience in on-call or shift-based support roles. The perks of being a payabl.er: Future-Proof Your Finances: Once you’ve passed probation, we’ll kickstart your Provident Fund to secure your future. Grow with Us: Annual Learning Budget for professional development (eligible after probation)—because your growth is our growth. Wolt Your Way Through Lunch: €150 monthly Wolt allowance to keep you fueled and happy. Stay Active Your Way : Enjoy a SportsBenefits membership giving you access to a wide variety of gyms and sports facilities to support your active lifestyle. Drive in Style: After one year with us, you may be eligible for a company car—performance and availability permitting. Park with Ease: Complimentary parking space just steps from the office, so your commute is as smooth as your workday. Max Out Your Downtime: 25 days of vacation + public holidays, plus an additional 10 sick days. Shop & Save: Exclusive local discount card + tickets for exciting events like Beonix, basketball games, and more. Speak Like a Local: Join free Greek language classes, twice a week, open to all team members. Celebrate Together: We bring colleagues from all offices together for unforgettable company celebrations. Global Collaboration & Events: Opportunities to participate in international company events and initiatives, connecting with colleagues from all regions and contributing to a truly global community 🧭Hiring Process: Initial Interview: A 30–40 minute screening call with Talent Acquisition to assess support experience, communication skills, payments exposure, and availability for shift-based work. Technical & Role Deep Dive: A 60-minute interview with the Hiring Manager focused on technical investigations, transaction flows, incident handling, and real-life support scenarios. Technical take home test: To be completed within 3-5 days. Final Interview (If Required) : A focused conversation to confirm team fit, operational readiness, and long-term alignment with senior management. Let's embark on a journey to redefine the landscape of payments together. We're not just offering a role; we're inviting you to be a part of something bigger. Join our team, and let's innovate, disrupt, and lead the future of payments. Together, we can make an impact that resonates. Welcome to the team! If this role seems like a good match, please submit your resume all applications are treated with the strictest confidentiality. Please note that we may keep your CV for a period of one (1) year for future relevant job opportunities. For more information about how we process your data please see our privacy policy at https://payabl.com/privacy-policy