Enterprise Support Specialist – Tech Support

Role Overview

• Act as a technical trusted advisor and go-to expert on Nuvei’s products and services for Premium and Enterprise clients.
• Manage and resolve production-level technical issues using Salesforce and instant messaging platforms, ensuring timely handling within service level agreements (SLAs).
• Coordinate and prioritize support requests based on urgency and origin, maintaining accountability for resolution.
• Investigate errors and logs, providing deep-dive analysis and actionable insights for both clients and internal teams.
• Provide real-time technical guidance and education to clients on optimal use of Nuvei’s products.
• Proactively identify client needs or issues before they escalate, minimizing disruption and ensuring continuity.
• Translate complex client requirements into clear, actionable items for Product and Development teams.
• Ensure all tasks are performed in line with current procedures and compliance standards.
• Stay informed on industry trends, internal policies, and product updates to ensure accurate support and continuous learning.
• Collaborate cross-functionally with Product, R&D, Operations, and Risk teams to drive resolution and improvement.
• Support clients across diverse industries including Gaming, Airlines, Retail, and E-commerce.
• Contribute to team performance by meeting KPIs and fostering a collaborative work environment.
• Participate in on-call rotations and occasional weekend shifts based on client demand.
• Perform other tasks assigned by management to support team and company goals.

Requirements

• Minimum 2 – 3 years of hands-on experience in technical support roles, ideally within the Payments or FinTech industry.
• Bachelor’s degree in industrial management, Computer Science, Engineering, or a related field (preferred).
• Strong technical background with expertise in REST APIs, SDKs, IP/HTTP protocols, and advanced SQL.
• Proven experience in log analysis, basic programming or web development, and generating technical reports.
• Familiarity with Salesforce and other CRM or ticketing systems.
• Experience supporting global enterprise clients in high-pressure environments, including C-level engagement.
• Excellent communication and problem-solving skills and the ability to explain complex technical issues clearly for technical and non-technical audiences.
• Effective time management, prioritization, and project coordination abilities.
• Comfortable working in a fast-paced, high-stress environment with shifting priorities.
• Fluency in English (written and verbal); additional languages are a plus.
• Willingness to collaborate with remote teams and work across time zones.

Tech Stack

• SQL

Benefits

• Medical insurance
• Paid Vacation Time, Paid Sick Time.
• Hybrid working environment.