Support L2

A fintech developer is seeking a Support L2 specialist to handle complex requests, incident diagnostics, and merchant client communication. The role involves analyzing transactions, monitoring system metrics, and escalating critical issues.

What you'll do

• Provide technical support to clients regarding transaction processing on the payment platform.
• Process incoming requests via ticket systems (Jira, Bitrix, Telegram) and other communication channels.
• Analyze transactions in internal CRM, track them by identifiers (check, token, order number), 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 cabinet.
• Monitor basic system health metrics, perform initial incident diagnostics, and determine the area of responsibility.
• Escalate critical situations according to procedures, engaging higher support levels or related departments.
• Keep records of appeals, update statuses in Jira/Bitrix, and document new cases in Confluence.

What we need

• Experience in technical support (L1/L2) or related role — minimum 2 years.
• Experience with ticketing 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.
• Readiness to work shift schedule, including night shifts.
• Attention to detail, customer-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 based on experience.
• Work in a fintech company with high-load payment products.
• Professional growth opportunities: certifications, team case analysis, expertise development.
• Fully remote work.

Stack & operators