Support Specialist L1

We are looking for a remote Support Specialist L1.

Responsibilities:

• Support clients throughout all stages of interaction with the product (API consultations, assistance with testing, participation in client go-live / production launch)
• Support clients during day-to-day product usage: answer questions, assist with the personal account/dashboard, help document bugs and issues
• Assist the technical team, Product Manager, and Account Manager in client management
• Help investigate operations if questions/issues arise during reporting or reconciliation preparation
• Participate in monitoring product performance metrics and assist in investigating drops, anomalies, and incidents
• Maintain communication quality and support standards
• Participate in improving support processes and documentation

Key competencies:

• 2+ years of experience in a similar role
• Experience working with fintech products is required (payment solutions, banking products, virtual cards/wallets, or similar fintech solutions)
• Willingness to investigate complex cases, ask questions, and search for information independently
• English level: Intermediate or higher
• Experience with Jira and Confluence
• Understanding of the Software Development Life Cycle (SDLC) and release processes
• Experience working with APIs: understanding authentication flows, building requests, reading technical documentation, sending requests (curl/Postman or similar tools), and interpreting responses
• Strong problem-solving mindset and willingness to help clients
• Teamwork skills, proactivity, and attention to detail
• Experience reading logs in ClickHouse and Grafana will be a plus

We offer:

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