Lead Support Engineer

Leading payment orchestration platform, providing innovative solutions that empower businesses to connect, manage, and optimize their payments is looking for a Support Engineer to handle escalated technical issues and ensure smooth resolution for our users. You will work closely with our support, product, and engineering teams to troubleshoot complex problems, guide customers through solutions, and contribute to improving the overall support process.

This role is about more than resolving tickets—it’s about transforming user challenges into actionable solutions, creating feedback loops with engineering, and advocating for the best possible customer experience.

This role combines hands-on technical troubleshooting with team leadership and process improvement. You’ll be the escalation point for complex merchant and PSP cases, lead incident response, and gradually take ownership of our day-shift operations, mentoring a 24/7 global support team across Cyprus and the Philippines.

Key Responsibilities

• Manage escalated support requests, focusing on technical and complex cases.
• Triage issues from the basic support team: categorize (bug, task, feedback, etc.), prioritize by urgency and impact, and escalate to engineering when necessary.

• Reproduce reported issues, gathering logs, steps, and context for efficient troubleshooting.
• Maintain and improve internal and external documentation to empower self-service support.

• Ensure tickets include clear reproduction steps, descriptions, and metadata.
• Identify recurring issues and collaborate with the team to reduce them.

• Investigate advanced payment and integration issues (API, callbacks, refunds, credentials).

Requirements

• 3+ years in technical support (preferably SaaS, fintech, or developer tools).

• Strong grasp of HTTP, REST APIs, webhooks and log analysis.

• Excellent written communication in English (clear, structured, empathetic).

• Strong customer focus with a passion for helping users succeed.
• Technical fluency to reproduce bugs, understand developer workflows, and provide useful feedback to engineers.
• Comfortable working across multiple support platforms.
• Proactive self-starter able to manage ambiguity and take ownership of cases through resolution.

Preferred Qualifications

• Experience contributing to technical communities or open-source projects.
• Background in writing or maintaining technical documentation.
• Familiarity with payment systems or fintech platforms is a plus.

What do we offer:

• Working 5/2 from the modern office in Limassol with pool, snacks, and team events.
• Relocation support to Cyprus for you and your family.
• Structured onboarding covering product, tools, and incident workflows.
• Competitive salary.
• ESOP (Employee Share Option Plan).
• Private medical insurance.
• Breakfast, lunch allowance & birthday day-off.
• Career growth & development opportunities.
• Employee Referral Programme.
• Being a part of a fast-growing fintech scale-up with global reach.

If this sounds like a fit, please feel free to apply.