Senior Technical Support Specialist

Responsibilities

• Own escalated issues by performing complex troubleshooting and Root Cause Analysis (RCA) to identify underlying causes of failures.
• Troubleshoot intricate transaction flows, routing failures, and configuration issues using advanced tools to analyze system logs and debug live API calls.
• Configure and replicate complex client environments or integration scenarios to reliably reproduce confirmed bugs.
• Implement complex configuration changes, workarounds, and data adjustments to resolve persistent issues.
• Act as the primary technical interface with Product and Engineering, scoping bugs and providing detailed technical evidence for systemic issues.

Requirements

• Expert knowledge of payment infrastructure, transaction lifecycles, and complex routing/cascading logic.
• Expert proficiency in using tools like Postman or similar REST clients for API debugging and advanced testing.
• Strong analytical and diagnostic problem-solving skills with the ability to resolve novel issues outside of documented procedures.
• Superior technical communication skills for writing Engineering tickets and providing client summaries.
• Proven success and tenure in a first-contact technical role.

Benefits

• Learning and development opportunities with challenging tasks.
• Partial compensation for English and Portuguese language classes.
• Partial compensation for tennis lessons.
• Global coverage health insurance.
• 24 days of annual vacation plus additional paid sick days.
• Monthly transport compensation of 200 euros net.
• Competitive remuneration with annual reviews.
• Regular team building activities.

About the Company

PGWay is a cutting-edge payment gateway provider revolutionizing global transactions for the iGaming industry and beyond. Operating within a massive ecosystem of 120+ brands, PGWay offers 150+ payment methods, multi-currency support, and proprietary technology with SSL encryption and PCI DSS Level 1 compliance. Our all-in-one platform simplifies payments through smart routing, real-time monitoring, and tailored strategies.