Enterprise Tech Support Specialist (Shift and Weekend Coverage)

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.Meet Nuvei, the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 50 markets, 150 currencies and 700 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.At Nuvei, we live our core values, and we thrive on solving complex problems. We're dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!Your MissionWe're looking for an experienced, tech-savvy, and customer-focused Enterprise Tech Support Specialist to join our fast-growing international team. Reporting to the Enterprise Support Team Lead, you'll be part of a dynamic environment shaped by the fast pace of the online payments and FinTech industry.In this hybrid role, you'll act as a trusted advisor to Nuvei's Premium and Enterprise clients —serving as the escalation point for various technical issues, improvements, business requirements, and critical incidents. You'll manage complex support cases via email (Salesforce), chat, and other platforms, ensuring timely and high-quality resolutions.Your day-to-day will involve investigating technical and payment-related issues, collaborating with internal and external stakeholders, and contributing to process improvements. This role requires strong analytical skills, FinTech expertise, and the ability to work independently while driving results and fostering cross-functional collaboration.If you're proactive, solution-oriented, and eager to make an impact in a positive and innovative environment, we'd love to hear from you.RequirementsMinimum 2 years of hands-on experience in technical support roles, ideally within the Payments or FinTech industryBachelor'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 SQLProven experience in log analysis, basic programming or web development, and generating technical reportsFamiliarity with Salesforce and other CRM or ticketing systemsExperience supporting global enterprise clients in high-pressure environments, including C-level engagementExcellent communication and problem-solving skills and the ability to explain complex technical issues clearly for technical and non-technical audiencesEffective time management, prioritization, and project coordination abilitiesComfortable working in a fast-paced, high-stress environment with shifting prioritiesFluency in English (written and verbal); additional languages are a plusWillingness to collaborate with remote teams and work across time zonesResponsibilitiesAct as a technical trusted advisor and go-to expert on Nuvei's products and services for Premium and Enterprise clientsManage 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 resolutionInvestigate errors and logs, providing deep-dive analysis and actionable insights for both clients and internal teamsProvide real-time technical guidance and education to clients on optimal use of Nuvei's productsProactively identify client needs or issues before they escalate, minimizing disruption and ensuring continuityTranslate complex client requirements into clear, actionable items for Product and Development teamsEnsure all tasks are performed in line with current procedures and compliance standardsStay informed on industry trends, internal policies, and product updates to ensure accurate support and continuous learningCollaborate cross-functionally with Product, R&D, Operations, and Risk teams to drive resolution and improvementSupport clients across diverse industries including Gaming, Airlines, Retail, and E-commerceContribute to team performance by meeting KPIs and fostering a collaborative work environmentParticipate in on-call rotations and occasional weekend shifts based on client demandPerform other tasks assigned by management to support team and company goalsWorking LanguageEnglish (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.BenefitsPlease note that our benefits package differs by country and/or office location to align with local regulations and market practices.Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they're empowered to be their true, authentic selves. So, please come as you are. We can't wait to meet you.