Support L2

Join a fintech company as a Support L2 to handle complex queries and diagnose incidents in a remote role.

We are a technology developer in IT and fintech, creating solutions for financial management and payment processes.

We support high-load systems ensuring stability and security of financial transactions for our clients.

## What you'll do

• •Provide technical support for transaction issues on the payment platform.
• •Handle incoming requests via ticket systems (Jira, Bitrix, Telegram) and other channels.
• •Analyze transactions in CRM, track them by identifiers, and inform clients about statuses and changes.
• •Interact with payment gateways to clarify operation details and create status change requests.
• •Monitor system metrics, conduct initial incident diagnostics, and determine responsibility areas.
• •Escalate critical situations according to regulations, involving higher support levels or related departments.
• •Maintain records of inquiries, update statuses in Jira/Bitrix, and document new cases in Confluence.

## Conditions

• •Competitive compensation based on experience.
• •Work in a fintech company with high-load payment products.
• •Opportunities for professional growth: certifications, complex case analysis with the team, expertise development.
• •Fully remote work format.

• •Minimum 2 years of experience in technical support (L1/L2) or a related role.
• •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 in shifts, including night shifts.
• •Attention to detail, client-oriented approach, and clear written communication.