Taking applicationsTechnical Support·Posted 1mo ago
Technical Support Specialist
Mayflower
Remote
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Worldwide
Open to people in the United States
EnglishMid level
About the role
Technical support role for a payment orchestration platform, handling merchant issues around payments, APIs, logs, and databases. It is fully remote and includes performance bonuses, an annual allowance, and paid learning benefits.
What you'll do
- Investigate and resolve merchant payment issues, including failed transactions, decline reasons, and routing behavior
- Query databases and analyze logs/system events to identify root causes
- Validate processor responses, webhook behavior, and merchant configurations
- Support merchant onboarding, go-live activities, and payment method configuration
- Monitor and investigate approval rate anomalies and processor-specific issues
- Escalate complex cases to appropriate internal teams
- Maintain troubleshooting guides, knowledge base articles, and recurring issue documentation
What you'll need
- 3+ years in Technical Support, Fintech, Payments, PSPs, or Merchant Support/Payment Operations
- Ability to analyze application logs and investigate technical issues
- Experience with REST APIs, JSON, and tools like Postman
- Experience with SQL and querying databases
- Understanding of Authorization/Capture flows, Refunds, Chargebacks, and 3DS Authentication
- Understanding of Payment Routing, Acquiring/PSP ecosystems, and merchant onboarding
- Strong analytical and problem-solving skills; able to explain technical issues to non-technical users
- Fluent English and strong communication skills; ability to manage multiple priorities
Skills
Technical supportFintech/paymentsLog analysisREST APIs/JSONSQL databasesPayment routing/PSP ecosystems3DS/chargebacks/refundsKibana/Grafana/Metabase
Benefits
Full remote workPerformance bonusAnnual allowancePaid trainingWellness benefitCareer growthPeer reward programSalary adjustments
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