Technical Support Specialist

2 days ago

Limassol Municipality, Limassol, Cyprus paytech Full time €25,000 - €40,000 per year

paytech is a dynamic fintech company dedicated to pushing the boundaries of innovation in the

industry. We're currently seeking an experienced and proactive Level 2 Technical Support

Specialist to join our growing team in Limassol, Cyprus.

As a Level 2 Tech Support Specialist, you will handle advanced technical issues escalated from

Level 1 Support, perform in-depth troubleshooting, and work closely with our development and

product teams to ensure timely and accurate resolutions. This role requires a strong technical

background, analytical thinking, and the ability to communicate effectively with both customers

and internal teams.

Key Responsibilities:

Advanced Technical Support

  • Handle escalations from Level 1 Support and resolve complex technical issues.
  • Diagnose, troubleshoot, and resolve advanced product or system problems.
  • Communicate directly with customers to provide detailed updates and solutions.

Issue Investigation & Analysis

  • Reproduce customer-reported issues in test environments to identify root causes.
  • Collect and analyze logs, data, and system information for deeper investigation.
  • Collaborate with development teams to escalate and resolve software bugs or system malfunctions.

System & Product Expertise

  • Maintain in-depth knowledge of
    Paytech
    products, systems, and integrations.
  • Stay up-to-date with new features, configurations, and releases.
  • Assist in testing new versions before deployment to ensure smooth performance.

Documentation & Knowledge Sharing

  • Document troubleshooting steps, solutions, and technical FAQs for internal and external use.
  • Contribute to technical guides and knowledge base articles.
  • Mentor Level 1 agents by sharing knowledge and best practices.

Cross-Team Collaboration & Product Improvement

  • Work with Product, QA, and Development teams to communicate recurring issues and recommend improvements.
  • Participate in technical meetings and provide feedback for continuous product enhancement.

Customer Focus & Quality Assurance

  • Ensure every customer interaction reflects
    Paytech's
    commitment to quality and professionalism.
  • Proactively identify opportunities to improve customer satisfaction and reduce repeat incidents.

Job Requirements:

● Experience: Minimum 2+ years of experience in a technical support or IT helpdesk

role within the payments industry.

● Technical Proficiency: Strong understanding of APIs, payment systems, and basic

SQL/database queries. Familiarity with Postman as well as CRM/ticketing tools (e.g.,

Zendesk, Jira).

● Analytical and Troubleshooting Skills: Proven ability to analyze complex problems,

identify root causes, and implement effective solutions.

● Communication Skills: Excellent written and verbal communication in
English and

Russian
. Ability to explain technical concepts clearly to non-technical users.

● Team Collaboration: Strong interpersonal skills and ability to work cross-functionally in

a dynamic environment.

● Customer Focus: Passionate about delivering high-quality technical support and

maintaining strong client relationships.

What We Offer:

● Competitive salary package and performance-based bonuses.

● Clear career progression path toward senior technical or product-related roles.

● A collaborative and innovative work environment.

● Ongoing technical training and professional growth opportunities.

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