L3 Support Specialist (Processing Acquiring Platform)
PayPilot Team
Our company is a forward-thinking, innovative startup committed to building the next generation of secure, multi-functional crypto solutions, designed to meet the demands of a rapidly evolving digital landscape. While we embrace the energy and agility of a modern startup, our approach to quality and security is built on a foundation of reliability and industry best practices. Our focus on robust technology, data protection, and seamless user experience ensures that we consistently deliver dependable products that our users and partners can trust. At our company, we believe that our team is our greatest asset. Here are just a few benefits of joining our team:
Growth Opportunities: We are invested in the personal and professional development of our team members
Innovation at the Forefront: Working with us means being part of pioneering projects in blockchain, crypto security, and decentralized finance. You’ll be part of a team that’s passionate about driving change in the tech space, with the resources and freedom to bring your ideas to life.
Impactful Work: As a key contributor to our team, your work will have a direct impact on the success of our products and the satisfaction of our users. You’ll play a vital role in shaping the future of secure digital finance.By joining our company, you’ll experience the thrill of a startup environment with the confidence that you’re backed by a team committed to reliability, excellence, and long-term success. Together, we’re building the future — one secure transaction at a time.
We are looking for an experienced L3 Support Specialist to join the team responsible for our Payment Processing & Acquiring platformYou will work on the third and highest level of technical support, investigating complex production incidents across payment processing, merchant integrations, transaction flows, and platform servicesThis is a hands-on technical role. You will investigate problems, identify root causes, analyze logs and data, and drive incidents toward resolutionYou will work closely with Backend Engineering, DevOps, Product, QA, and Operations teams to keep the payment platform stable and reliable
Key ResponsibilitiesProduction Support:
Investigate and resolve complex production incidents, payment failures, transaction issues, and merchant-related problems. Participate in incident response and on-call support when required
Technical Investigation: Analyze logs, metrics, API requests and responses, database data, and transaction flows to identify the root cause of issues
Payment Operations: Investigate payment lifecycle issues, provider/acquirer failures, transaction discrepancies, refunds, reversals, and reconciliation-related problems
Engineering Collaboration: Provide Engineering and DevOps teams with detailed technical findings, reproducible cases, and relevant logs and transaction data. Validate fixes and support post-incident analysis
Continuous Improvement: Maintain troubleshooting documentation and runbooks, identify recurring issues, and help improve monitoring, support processes, and operational reliability
What We’re Looking For
Technical Skills
Must have:
3+ years of experience in technical production support, L2/L3 support, backend engineering, or a similar role
Strong experience troubleshooting production systems
Good understanding of REST APIs and HTTP
Strong SQL skills and practical experience with PostgreSQL or another relational database
Experience analyzing application logs and production data
Experience with API testing tools such as Postman
Experience working with incident management and production support processes
Good to have:
Experience with payment processing, acquiring, PSPs, fintech, banking, or e-commerce payments
Experience with monitoring and observability tools such as CloudWatch or Grafana
Personal Qualities
Comfortable working under pressure during production incidents
High attention to detail
Takes ownership of problems until resolution
Clear communicator with both technical and non-technical teams
Pragmatic and solution-oriented
Strong analytical and troubleshooting mindset
Benefits
We offer 17 days of paid vacation per year, allowing our team to recharge and maintain a healthy work-life balance
Employees have 10 paid sick days annually to take the necessary time off for health and wellness
Overtime: While we strive to maintain a balanced workload, any overtime is compensated at a premium rate or offered as additional time off, depending on employee preference