Manage and resolve 2nd-line technical support tickets related to Enfuce’s products and services, including transaction processing, card lifecycle events, disputes, and integrations, ensuring adherence to SLAs
Investigate and troubleshoot issues using platform tools, logs, reporting data, and system configurations to identify root causes and recommend corrective actions
Handle dispute cases and chargeback workflows, including technical analysis, reporting, and customer consultation in line with regulatory and scheme requirements
Produce and maintain operational and technical reports, including dispute metrics, digital wallet performance, and SLA compliance
Provide technical consultation and training to customers on Enfuce’s self-service tools, APIs, and dashboards to enable efficient issue resolution and independent usage
Act as a liaison between customers and internal teams by translating customer issues into clear technical requirements for Product, Engineering, and Operations
Continuously improve support processes by leveraging automation, AI-assisted workflows, and self-service capabilities to reduce manual effort and improve resolution times

2+ years’ experience in customer facing roles within payments and/or high growth technology driven startup environment
Excellent communication skills in English, both written and spoken, with great collaboration skills
Excellent attention to detail and ability to manage high volumes while staying deadline-driven
Growth mindset, curious to learn about card issuing and the payments industry
Have honest and bold ambition, eager to grow with Enfuce in line with our values
Experience with ticketing systems (ie. Jira Service Management) and a general technical aptitude for learning new systems and tools
Familiarity with APIs, SQL queries and access management
Bonus points: Experience and/or certifications in dispute management. Basic understanding of accounting. Experience using and/or implementing AI tooling in customer facing contexts. Professional proficiency in Finnish, French, German, Swedish, or Italian.

Technical Support Specialist

Key skills