Job Description
- Provide prompt and professional support for all incoming requests via ticketing system
- Perform technical investigations and identify root causes of incidents
- Detect and resolve issues related to payment processing
- Monitor the performance of payment providers and channels
- Escalate complex technical incidents and collaborate with other departments
- Troubleshoot and resolve technical issues related to Finteqhub operations
- Work with key Internet protocols and data formats: HTTP, HTML, Web Services, XML, REST, JSON, Webhooks, Callbacks
- Escalate cases to 2nd and 3rd level support teams and ensure timely resolution
- Maintain communication with stakeholders in case of service disruptions or issues affecting customer satisfaction
- Develop and maintain the Knowledge Base, CRM system, and support documentation (workflows, installation guides, checklists, contact lists)
- Provide feedback to management on process improvements to accelerate business results, reduce costs/losses, and improve efficiency
- Previous experience in technical support or related roles
- Understanding of payment systems and Internet protocols
- Strong troubleshooting and problem-solving skills
- Ability to work effectively with internal teams and external partners
- B2 level of English
- Full-time remote work opportunities and flexible working hours
- Comprehensive Mental Health Program
- Private insurance
- Sports program compensation
- Free online English lessons
- An additional 1 Day off per calendar year
- Generous referral program
- Training, internal workshops, and participation in international professional conferences and corporate events
Overview:
At Finteqhub, we strive to empower teams to take ownership of their tools, processes, and workflows, ensuring everyone can deliver their best work. We are looking for a dedicated Senior DevOps Engineer to support and guide teams while driving system reliability and observability improvements.
About Product:
Finteqhub
А PCI DSS certified payment gateway for online businesses, providing integration with payment systems via a single software platform.
Key responsibilities:
- Provide prompt and professional support for all incoming requests via ticketing system
- Perform technical investigations and identify root causes of incidents
- Detect and resolve issues related to payment processing
- Monitor the performance of payment providers and channels
- Escalate complex technical incidents and collaborate with other departments
- Troubleshoot and resolve technical issues related to Finteqhub operations
- Work with key Internet protocols and data formats: HTTP, HTML, Web Services, XML, REST, JSON, Webhooks, Callbacks
- Escalate cases to 2nd and 3rd level support teams and ensure timely resolution
- Maintain communication with stakeholders in case of service disruptions or issues affecting customer satisfaction
- Develop and maintain the Knowledge Base, CRM system, and support documentation (workflows, installation guides, checklists, contact lists)
- Provide feedback to management on process improvements to accelerate business results, reduce costs/losses, and improve efficiency.
Required Experience:
- Previous experience in technical support or related roles
- Understanding of payment systems and Internet protocols
- Strong troubleshooting and problem-solving skills
- Ability to work effectively with internal teams and external partners
- B2 level of English
Learn more about our hiring process **here
_** – what to expect, how to prepare, and what makes SOFTSWISS different.
What we offer:
- Full-time remote work opportunities and flexible working hours
- Comprehensive Mental Health Program
- Private insurance
- Sports program compensation
- Free online English lessons
- An additional 1 Day off per calendar year
- Generous referral program
- Training, internal workshops, and participation in international professional conferences and corporate events
About Us:
SOFTSWISS is an international company, and an iGaming software expert. We don’t only follow iGaming market trends, we create them! SOFTSWISS is a recognised industry leader in iGaming software solutions development, covering almost all aspects of the iGaming industry. The company has an international team and an official presence in several countries. Projects powered by SOFTSWISS receive numerous awards and accolades from industry media.
Our Mission:
Changing the iGaming industry through technological innovation.
Department
FinteqHub
Remote status
Fully Remote
Employment type
Full-time
