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.

Fair pay and employee stock option: We value the input of every employee and want you to tap into the growth we build together. That’s why our salaries are competitive and reassessed regularly, and you have access to an employee stock option program.
Flexible Paid Time Off We offer a flexible paid time off policy, providing up to 5 weeks of annual vacation days and paid family leave (subject to country regulations). Additionally, you can benefit from hybrid or remote work options, promoting a healthy work-life balance.
Regular Fun With Your Team To spend other than work-related time with your teammates, you get a team activity budget for three quarters a year. The fourth quarter is reserved for a company-wide event.
Individual Learning Budget You get a yearly learning budget to use for courses and other relevant learning opportunities that help you develop your skills.

Technical Support Specialist

Key skills