Support L2 | Fintech (Remote)

A tech developer in IT and fintech is looking for a Support L2 to handle complex requests, diagnose incidents, and interact with merchant clients. Fully remote work.

What you'll do

• Provide technical support to clients regarding transaction processing on the payment platform.
• Handle 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 dashboard.
• Monitor basic system performance metrics, perform initial incident diagnostics, and determine the area of responsibility.
• Escalate critical situations according to procedures, involving higher support levels or related departments.
• Keep track of requests, update statuses in Jira/Bitrix, and document new cases in Confluence.

What we need

• Experience in technical support (L1/L2) or a related role — at least 2 years.
• 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 shift schedule, including night shifts.
• Attention to detail, client-oriented approach, and clear written communication.

Nice to have

• Experience in IT, fintech, or payment systems.
• Familiarity with Grafana or other monitoring tools.
• English at B2 level or higher.

What's in it for you

• Competitive compensation matching your experience.
• Work in a fintech company with high-load payment products.
• Opportunity for professional growth: certifications, team case studies, expertise development.
• Fully remote work format.

Stack & operators