Senior Technical Support Specialist – Payments Platform

About the Role

Step into a high-impact role as a Senior Technical Support Specialist, serving as the ultimate escalation point and deep investigator for our most complex platform issues. You will apply your advanced technical knowledge to perform root cause analysis, debug intricate system integrations, and act as the critical bridge connecting clients to the Engineering team. If you thrive on solving complex technical puzzles and want to shape the reliability of a global fintech platform, this is your opportunity to make a massive impact.

About the Client

Our partner is a payment gateway provider that operates a massive ecosystem of brands. They simplify complex payments through smart routing technology, real-time monitoring, and SSL/PCI DSS Level 1 security.

As their exclusive recruitment partner, we manage their full-cycle talent acquisition.

What You Will Do

• Own escalated technical issues by performing complex troubleshooting and deep Root Cause Analysis (RCA) to identify the underlying source of failures, rather than just treating symptoms.

• Troubleshoot intricate transaction flows, routing failures, and configuration issues using advanced diagnostic tools to analyze system logs and debug live API calls.

• Replicate and configure complex client environments and integration scenarios to reliably reproduce and document confirmed bugs.

• Implement complex configuration changes, strategic workarounds, and vital data adjustments using elevated system access to resolve persistent issues.

• Liaise directly with Product and Engineering teams as the primary technical interface, actively scoping confirmed bugs, validating system fixes, and providing detailed, reproducible technical evidence.

What You Bring

• Expert Payment Knowledge: A deep, comprehensive understanding of global payment infrastructure, transaction lifecycles, and complex routing/cascading logic.

• Advanced Tooling Expertise: High proficiency in utilizing tools like Postman (or similar REST clients) for rigorous API debugging, validation, and advanced system testing.

• Analytical Prowess: Exceptional diagnostic and problem-solving skills, with a proven ability to think outside of standard documented procedures to resolve novel, unprecedented issues.

• Technical Communication: Superior ability to distill and communicate highly technical findings clearly and precisely, both in written form for Engineering tickets and verbally for client-facing summaries.

• Proven Track Record: Demonstrated success and significant tenure in a frontline or first-contact technical support role within a fast-paced tech or fintech environment is highly preferred.

What's in It for You

• Competitive Compensation: Attractive remuneration package complete with a structured annual performance review.

• Work-Life Balance: 24 working days of annual vacation, plus additional paid sick days, ensuring you have the proper time to rest and recharge.

• Comprehensive Health: Premium global coverage health insurance to keep you and your wellbeing protected.

• Continuous Growth: Robust learning and development opportunities, allowing you to tackle interesting, high-stakes technical challenges.

• Commuter Benefits: Monthly transport compensation of €200 net.

• Lifestyle & Wellness Perks: Partial compensation for tennis lessons, alongside English and Portuguese language classes to help you localize and thrive.

• Vibrant Culture: Regular team-building activities in a collaborative, forward-thinking environment based out of our modern Lisbon office.