Technical Support Specialist

About DigiMeth

Digimeth is an innovative fintech company implementing cutting-edge solutions in the field of electronic payments.
Our technical support team is looking for a specialist who will combine the functions of service monitoring and client support.
This role involves handling incidents that may affect service stability and ensuring timely communication with users, merchants, and partners.

Requirements

• 1–2 years of experience in technical support or customer service in IT.
• Knowledge of web technologies (HTML, CSS, JavaScript, SQL) and basic understanding of APIs and integrations.
• Understanding of internet payment processes — authorization, confirmation, and transaction completion.
• Familiarity with various payment methods: Apple Pay, Google Pay, Open Banking, Internet Acquiring, Samsung Pay — and their integration logic.
• Excellent communication skills and client orientation.
• English level B1–B2 or higher.
• Ability to work under pressure and meet tight deadlines.
• Experience with CRM systems (FreshDesk or similar).
• Attention to detail and ability to analyze data systematically from multiple sources.
• Understanding of client-server interaction logic, HTTP basics, and log analysis.
• Willingness to work a flexible schedule and handle on-call duties in case of incidents.

Responsibilities

• Provide technical support to clients via chat, email, phone, or messenger.
• Collaborate with B2B/B2C clients to ensure quick and high-quality resolution of technical issues.
• Consult users on API integrations, payment tool setup, and transaction-related inquiries.
• Troubleshoot and escalate issues — resolving tickets independently or forwarding to relevant teams.
• Monitor the performance of processing centers, web services, and applications; promptly react to technical incidents.
• Create user guides and update documentation for common issues (FAQs, manuals).
• Collaborate with the support team to share knowledge and resolve complex cases.
• Document all client requests — keeping detailed records of solutions and notes.
• Maintain and update the internal knowledge base with new instructions and materials.
• Cooperate with other departments (Sales, Product, Security) to ensure the best client experience.
• Demonstrate initiative and proactivity in process improvement and service enhancement.
• Prepare regular analytical reports summarizing key issues and proposed solutions.

Nice to have

• Experience with antifraud systems or financial platforms (acquiring, PSPs, payment gateways).
• Knowledge of monitoring systems (Zabbix, Grafana, etc.).
• Experience with REST API, Postman, and analyzing network requests (DevTools).
• Skills in writing technical documentation or SOPs.

Working Conditions

• Shift schedule: 2/2, including day and night shifts (21:00–09:00).
• Official cooperation under FOP contract.
• Professional development and career growth opportunities.
• Supportive and comfortable work environment.
• Meaningful work on key tasks in a fast-growing fintech company.