Tech Support Engineer

Summary

Join Macropay as a proactive Tech Support Specialist, providing exceptional support to merchants using our global payment orchestration services. You will troubleshoot technical issues, optimize platform usage, and collaborate with internal teams. This role is crucial for maintaining high customer satisfaction by providing guidance and ensuring seamless operations. As a fintech leader, Macropay offers a comprehensive benefits package and a collaborative work environment. The ideal candidate possesses 4+ years of experience in technical support, strong problem-solving skills, and excellent communication abilities. Fluency in Spanish and English is required, with additional languages a plus.

Requirements

• 4+ years in technical support or a related role (preferably in fintech, SaaS, or payment solutions)
• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred)
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues
• Knowledge of payment processing systems, APIs, and integrations
• Familiarity with REST APIs, JSON, and troubleshooting API-related issues
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences
• Customer-focused mindset with a commitment to delivering high-quality support
• Fluent in Spanish and English

Responsibilities

• Manage and troubleshoot Level 1 technical issues reported by clients, ensuring timely resolution
• Identify, analyze, and correct bugs or issues that fall within the scope of your responsibility
• Escalate complex or unresolved issues to the appropriate technical teams while maintaining ownership of communication with the client
• Document and maintain a knowledge base of recurring issues and their resolutions
• Assist clients with connecting to our APIs, providing step-by-step guidance and troubleshooting integration challenges
• Validate API connections to ensure successful implementation and proper functionality
• Act as a technical advisor to clients during the onboarding process, ensuring their requirements are fully met
• Act as the first technical filter for new Payment Service Providers (PSPs), ensuring compatibility and identifying potential challenges early
• Configure MIDs (Merchant IDs) and PSPs as part of the implementation process
• Collaborate with internal teams to validate and test new PSP integrations
• Serve as the main technical contact for customers during the early stages of their journey with our platform
• Build strong relationships with clients by providing responsive, knowledgeable, and empathetic support
• Provide regular updates and feedback to clients regarding issue resolution and progress on implementations
• Collaborate with internal teams (engineering, product, and operations) to resolve complex issues and ensure client success
• Escalate unresolved issues to the appropriate teams, ensuring clear communication and timely resolution
• Identify opportunities to enhance internal workflows and customer-facing processes, especially around API integrations and PSP implementations
• Monitor support ticket queues, prioritize cases, and meet response and resolution time goals
• Track and report on support metrics, identifying trends and opportunities for improvement

Preferred Qualifications

• Additional languages such as Italian and German
• Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira)
• Familiarity with APIs, payment gateways, and payment orchestration platforms
• Proficiency with basic debugging tools and techniques

Benefits

• Competitive salary and comprehensive benefits package
• Opportunity to shape HR strategy for a global, innovative fintech company
• Professional development opportunities and resources
• A collaborative, inclusive, and dynamic work culture
• Full Remote Work