L2 Support Engineer

SOFTSWISS is seeking an experienced L2 Support Engineer for its FinteqHub Payment Gateway product. This role involves ensuring product quality and reliability by investigating and resolving technical issues, supporting product enhancements, and providing tailored technical guidance to clients. The engineer will also help merchants customize solutions, gather requirements, and coordinate project tasks to ensure timely, high-quality deliveries.

Must Have

• Second line investigation of issues, testing, reproducing, searching documentation and describing technical tasks for development
• Help merchants tailor solutions to their specific needs, setup required routings strategies, gather analytics, provide experienced advices
• Gather client requirements, contribute to feature scoping, and coordinate with product, engineering, and analytics teams
• Manage task lifecycles, prioritise objectives, and ensure timely, high-quality deliveries
• English Proficiency - Upper Intermediate or higher
• Confident leading calls, demonstrations, and presentations
• Solid grasp of HTTP, APIs, REST, SOAP, JSON, etc
• Proficient with Postman including scripts, tests, and so on (or analogs)
• Advanced usage of AI tools
• Proactive mindset with a commitment to delivering results

Good to Have

• Russian Proficiency - Upper Intermediate or higher
• Hands-on experience with payment systems providers (cascading, 3DS, etc)
• Prior experience in technical support
• Coding knowledge - ability to build a simple HTTP client (any language), create an API signature script
• Familiarity with ELK stack or similar logging/monitoring tools

Perks & Benefits

• Full-time remote work opportunities and flexible working hours
• Private insurance
• Additional 1 Day Off per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with a native speaker
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events

SOFTSWISS continues to expand the team and is looking for a L2 Support Engineer.

Overview:

SOFTSWISS continues to expand the team and is looking for an experienced L2 Support Engineer.

We need an accomplished professional who shares our culture and values.

About Product:

Payment Gateway (FinteqHub):

The Payment Gateway is part of our growing fintech software and payment management system. The team works on providing clients with a payment platform designed to help online businesses manage and process monetary transactions worldwide.

Purpose of the role:

The purpose of this role is to ensure the product meets business objectives and client needs through strong technical expertise, proactive problem-solving, and cross-team collaboration.

The role is responsible for maintaining product quality and reliability by investigating and resolving technical issues, supporting product enhancements, and providing tailored technical guidance to clients.

Key responsibilities:

• Tech support: Second line investigation of issues, testing, reproducing, searching documentation and describing technical tasks for development
• Product Customisation: Help merchants tailor our solutions to their specific needs, setup required routings strategies, gather analytics, provide experienced advices
• Feature Analysis: Gather client requirements, contribute to feature scoping, and coordinate with product, engineering, and analytics teams
• Project Coordination: Manage task lifecycles, prioritise objectives, and ensure timely, high-quality deliveries

Required Experience:

• English Proficiency - Upper Intermediate or higher
• Presentation skills - Confident leading calls, demonstrations, and presentations
• Solid grasp of HTTP, APIs, REST, SOAP, JSON, etc
• Proficient with Postman including scripts, tests, and so on (or analogs)
• Advanced usage of AI tools.
• Proactive mindset with a commitment to delivering results

Nice to have:

• Russian Proficiency - Upper Intermediate or higher
• Hands-on experience with payment systems providers (cascading, 3DS, etc)
• Prior experience in technical support
• Coding knowledge - ability to build a simple HTTP client (any language), create an API signature script
• Familiarity with ELK stack or similar logging/monitoring tools

Our Benefits:

• Full-time remote work opportunities and flexible working hours
• Private insurance
• Additional 1 Day Off per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with a native speaker
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events.

Department

FinteqHub

Role

Technical Account Manager - FinteqHub

Employment type

Full-time