Tech Support Engineer - Fintech (Remote)

Job Description

We are seeking a proactive and technically skilled Tech Support Specialist to provide exceptional support to merchants using our global payment orchestration services. You will assist clients with resolving technical issues and optimizing their use of our platform, which supports One-Off and Subscription-based payments through credit/debit card processing, eWallets, and Alternative Payment Methods (APMs).

As a Tech Support Specialist, you will play a key role in maintaining high levels of customer satisfaction by troubleshooting issues, providing guidance, and collaborating with internal teams to ensure seamless operations for our merchants.

Macropay is a fintech leader in payment orchestration, providing businesses with seamless access to global payment solutions for over four years. Specializing in revenue optimization, we offer card processing and alternative payment methods enhanced by smart routing, fraud prevention, and an intuitive dashboard. Backed by a team of payment and fraud experts, our all-in-one platform is designed to maximize revenue, reduce costs, and improve the payment experience—all through a single API integration.

Responsibilities:

Technical Issue Management (L1 Support)

• Manage and troubleshoot Level 1 technical issues reported by clients, ensuring timely resolution.
• Identify, analyze, and correct bugs or issues that fall within the scope of your responsibility.
• Escalate complex or unresolved issues to the appropriate technical teams while maintaining ownership of communication with the client.
• Document and maintain a knowledge base of recurring issues and their resolutions.

API Integration Support

• Assist clients with connecting to our APIs, providing step-by-step guidance and troubleshooting integration challenges.
• Validate API connections to ensure successful implementation and proper functionality.
• Act as a technical advisor to clients during the onboarding process, ensuring their requirements are fully met.

New PSP Implementation and Configuration

• Act as the first technical filter for new Payment Service Providers (PSPs), ensuring compatibility and identifying potential challenges early.
• Configure MIDs (Merchant IDs) and PSPs as part of the implementation process.
• Collaborate with internal teams to validate and test new PSP integrations.

Customer Collaboration

• Serve as the main technical contact for customers during the early stages of their journey with our platform.
• Build strong relationships with clients by providing responsive, knowledgeable, and empathetic support.
• Provide regular updates and feedback to clients regarding issue resolution and progress on implementations.

Collaboration & Escalation

• Collaborate with internal teams (engineering, product, and operations) to resolve complex issues and ensure client success.
• Escalate unresolved issues to the appropriate teams, ensuring clear communication and timely resolution.
• Identify opportunities to enhance internal workflows and customer-facing processes, especially around API integrations and PSP implementations.

Monitoring & Reporting

• Monitor support ticket queues, prioritize cases, and meet response and resolution time goals.
• Track and report on support metrics, identifying trends and opportunities for improvement.

Requirements

• Experience: 4+ years in technical support or a related role (preferably in fintech, SaaS, or payment solutions).

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues.
• Knowledge of payment processing systems, APIs, and integrations.
• Familiarity with REST APIs, JSON, and troubleshooting API-related issues.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Fluent in Spanish and English (additional languages such as Italian and German are a plus).
• Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira).
• Familiarity with APIs, payment gateways, and payment orchestration platforms.
• Proficiency with basic debugging tools and techniques.

Benefits

• Competitive salary and comprehensive benefits package.

• Opportunity to shape HR strategy for a global, innovative fintech company.
• Professional development opportunities and resources.
• A collaborative, inclusive, and dynamic work culture.
• Full Remote Work.

Join us in an environment where you're free to innovate, learn, and grow alongside passionate professionals. At Macropay, you'll tackle exciting challenges and be part of a vibrant team dedicated to delivering exceptional user experiences.

Equal Employment Opportunity Employer

Macropay is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, and/or disabilities. All we need is your high energy, skills, and willingness to be part of a great project!

The personal data you provide will be used to manage and process your candidacy for the corporate selection processes that fit your profile. If you wish you can exercise your rights of access, rectification or cancellation by sending a letter to Carrer de la Diputació 211, bajos, 08011, Barcelona (Spain), or emailing us at protecciondedatos@macropay.com , including a document that validates your identity.