L1 Support Specialist – Senior

Overview:

FinteqHub is hiring an L1 Support Specialist to join our team. You will act as the primary point of contact for our clients, handling technical issues and ensuring the stable operation of our platform, while contributing to consistent, high-quality support as we continue to scale globally.

About Product:

Finteqhub

А PCI DSS certified payment gateway for online businesses, providing integration with payment systems via a single software platform.
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Purpose of the role:

You will manage and resolve incoming technical requests from clients to ensure stable platform performance and uninterrupted service delivery. Your work will impact client satisfaction and operational efficiency by providing timely issue resolution, clear communication, and effective escalation across internal teams.

Key responsibilities:

• Being the primary point of contact for our B2B clients regarding technical issues.
• Analyzing root cause of the issue and escalating it to the relevant department.
• Track of task statistics, operational management and quality control over the team.
• Creating and fixing payment configurations for clients.
• Providing help with using our products.
• Observing dashboards and reacting to technical alerts of the system.

Required Experience:

• Russian Proficiency – Upper Intermediate or higher.
• English Proficiency – Upper Intermediate or higher.
• Previous experience in support/technical role 1+ year.
• Basic understanding of API/HTTP/JSON.
• Experience working with Jira or other ticketing tools and statistics.
• Proactive mindset with a commitment to delivering results.

Nice to have:

• Hands-on experience with Payment Systems Providers (cascading, 3DS, etc).
• Interested in leadership roles and willingness to take responsibility.
• Familiarity with AI tools (Gemini/GPT/Claude).