Senior Gateway Specialist

Job Description

Industry: Financial Services and IT Services and IT Consulting
Seniority for this role: Mid-Senior level
Paynt. Payments As You Need Them. Who We Are We are a dynamic payment solution provider, founded in 2013, rapidly evolving to deliver cutting-edge payment and financial products. We operate in the UK, Ireland, Europe and North America. At Paynt, we aim to be the preferred acquirer for European payment solution providers. We have grown considerably in the last 12 months and need experienced colleagues who can continue to help us push forward and achieve our vision, and we’re now looking for talented individuals to join us on our ambitious journey. What We Need We are looking for a Senior Gateway Specialist who is not only an expert in financial technology but also a natural leader. This person will lead and elevate the expertise within our Technical Support Team. This role is crucial to ensuring seamless technical support for our merchants and partners, acting as an escalation point for complex issues, guiding and mentoring team members, and enhancing overall support quality. In this role you will provide top tier support while fostering a collaborative environment. You will mentor your team, share your knowledge and guide them to success. If you are approachable, experienced and passionate about helping others grow we would love to meet you. There is potential for this role to evolve into a Technical Support Team Lead position as our team continues to grow. Your Responsibilities Mentor and Support : Provide guidance and mentoring to Technical Support Team members, helping to upskill the team and promoting a collaborative learning environment. Advanced Troubleshooting and Escalation : Serve as the main escalation point for complex technical issues, ensuring efficient resolution and delivering high-quality support. Ensuring minimal downtime for customers Technical Guidance and Training : Lead training sessions, develop training materials, and support team members by addressing technical questions and providing direction on best practices. Technical Support : Continue to provide direct technical support to Paynt merchants and partners, handling tickets, emails, and phone inquiries when required. Solution Implementation : Implement medium to high complexity solutions related to e-commerce platforms, transactions, plugins, and integrations according to SLA and standards. Process Improvement : Identify and implement improvements to support processes and workflows to enhance the efficiency of the Technical Support Team. Collaboration : Work closely with cross-functional teams (including sales, account management, underwriting and compliance) to streamline support processes and improve overall delivery, to meet customer needs and contribute to a cohesive support strategy. Documentation and Knowledge Sharing : Maintain up-to-date documentation for applications and systems and actively share knowledge with team members to enhance troubleshooting capabilities. Your Profile Extensive Experience : 3+ years of experience in a technical support role, with at least 1-2 years in a senior or mentoring capacity, ideally in the FinTech industry. Technical Expertise : Strong understanding of merchant acquiring, e-commerce, processors, gateways, and various payment methods, including credit cards and digital wallets. Communication : Excellent written and verbal communication skills in English; additional fluency in Baltic languages is a plus. Technical Tools : Proficiency with support tools such as Jira, Confluence, and API tools like Postman and SoapUI. Leadership Abilities : Strong interpersonal and mentoring skills, with the ability to guide and motivate team members effectively. Adaptability : Ability to manage multiple tasks and thrive in a dynamic, fast-paced work environment. Problem-Solving Skills : Strong analytical skills and the ability to resolve complex technical issues independently. What We Offer Competitive Salary: €2500–2800 gross, depending on experience and expertise Equity Compensation. Health Insurance. Extra Health Days Off. Hybrid Work Model. Great Office Location: Riga city center. Growth Environment: Opportunity to grow into a Technical Support Team Lead role and participate in training and certification programs. Diverse and Supportive Culture: Work in a lively, diverse, and fun environment with endless growth opportunities. Why Join Us We’re looking for a skilled and passionate individual who is ready to mentor others and take on more responsibility. If you’re excited to contribute your expertise and help shape the future of technical support at Paynt, let’s build the future of payments together! Show more Show less