IT Support Engineer
Flexifai is an AI-driven payment platform (PSP) serving both high-risk and traditional industries. We process millions of transactions through 80+ payment methods, including cryptocurrency, across Africa, Europe, and LATAM. Our platform is built on a scalable microservices architecture with a strong focus on security, automation, and high availability.
Our team of 80+ professionals works in a hybrid format from offices in Kyiv, Lisbon, Limassol, and London, as well as remotely across the globe.
We are looking for a Technical Support Manager (L1) to serve as a vital link between our B2B clients and our technical team. This role is designed for those who aren’t afraid to dig into logs, want to master the world of online payments, and are ready to work with cutting-edge AI tools.
Working Schedule
This is a full-time position with a 5/2 rotating schedule (5 working days followed by 2 days off) across three shifts to ensure 24/7 coverage:
Day Shift: 10:00 — 19:00
Evening Shift: 16:00 — 00:00
Night Shift: 00:00 — 08:00
Required skills:
- 1+ year of experience in technical support, payment support, monitoring, operations or a similar role.
- Understanding of how online payment flows work.
- Basic understanding of REST APIs, JSON, and HTTP status codes.
- Ability to read and understand logs and technical documentation.
- Analytical approach to troubleshooting — you are interested not only in what failed, but why.
- Ability to quickly distinguish between a provider-side, merchant-side, integration or internal issue.
- Experience working with monitoring dashboards and alerting systems.
- Comfortable working with multiple incidents or requests at the same time.
- Intermediate English level.
Nice to have:
- Experience in FinTech, PayTech, e-commerce or other high-load environments.
- Experience with payment providers, PSPs, acquirers or payment gateways.
- Understanding of card payment flows, 3DS and payment statuses/decline codes.
- Experience with Grafana, Kibana or similar monitoring/logging tools.
- Basic SQL knowledge.
- Basic understanding of PCI DSS.
Responsibilities:
- Monitor payment flows, providers and key payment metrics in real time.
- Investigate payment failures, declines, abnormal transaction behaviour and integration issues.
- Analyse logs, transaction data, API requests/responses and technical information to identify the root cause of issues.
- Handle alerts and perform initial incident triage.
- Identify which side of the payment flow is responsible for an issue and route/escalate it accordingly.
- Communicate with PSPs, acquirers, merchants and internal technical teams to investigate and resolve incidents.
- Monitor incidents through to resolution and help restore affected payment traffic.
- Adjust or coordinate routing/payment method changes when required by the operational process.
- Handle technical support requests related to payment integrations and transaction processing.
- Work with REST APIs, JSON and webhooks/callbacks when investigating integration issues.
- Document incidents, investigations and resolutions in the task tracker.
- Escalate complex issues to Dev / DevOps teams with clear technical context and evidence.
- Identify recurring issues and suggest improvements to payment flows, monitoring and support processes.
- Prepare basic operational and incident reports when required.
Sounds like a good match? 🚀
Send us your CV — we’d love to get to know you and tell you more about the role!