Senior Technical Support Specialist – Payments Platform

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, empowering businesses to scale globally while ensuring seamless, secure transactions.As a part of our continuous growth we are looking for a Senior Technical Support Specialist, serving as the escalation point and deep investigator for the most complex platform issues. You will apply expert technical knowledge to perform root cause analysis, debug system integrations, and act as the critical bridge to Engineering.This role operates on a 24/7 shift schedule to ensure continuous global support.ResponsibilitiesDeep Investigation & RCA: Own escalated issues performing complex troubleshooting and Root Cause Analysis (RCA) to identify the underlying cause of failures rather than just symptomsAPI & Log Analysis: Troubleshoot intricate transaction flows, routing failures, and configuration issues using advanced tools to analyze system logs and debug live API callsSystem Replication: Configure and replicate complex client environments or integration scenarios to reliably reproduce confirmed bugsSystem Configuration: Apply elevated access to implement complex configuration changes, workarounds, and data adjustments to resolve persistent issuesEngineering Liaison: Act as the primary technical interface with Product and Engineering, scoping confirmed bugs, validating fixes, and providing detailed, reproducible technical evidence for systemic issuesRequirementsAvailability: Willingness and ability to work a rotational 24/7 shift schedule (including nights, weekends, and holidays)Expert Payment Knowledge: Deep, comprehensive knowledge of payment infrastructure, transaction lifecycles, and complex routing/cascading logicTooling Expertise: Expert proficiency in using tools like Postman (or similar REST clients) for API debugging, validation, and advanced testingAnalytical Skills: Strong analytical and diagnostic problem-solving skills, with proven ability to work outside of documented procedures to resolve novel issuesTechnical Communication: Superior ability to communicate highly technical findings clearly and precisely, both in written form (for Engineering tickets) and verbally (for client summaries)Prior Experience: Demonstrated success and tenure in a first-contact role is highly preferredBenefitsSnacks in the Office24 days of vacation per year + local bank holidaysAttractive office location and facilitiesMedical insuranceBreakfasts and lunches in the office (partially paid by the Company)Languages classes (partially paid by the Company)Social Club of the Company