Technical Support Specialist (Russian-speaking)

About the RoleWe’re currently seeking an experienced and proactive Russian-speaking Level 2 Technical Support Specialist to join our growing team in Limassol, Cyprus.As a Level 2 Tech Support Specialist, you will handle advanced technical issues escalated from Level 1 Support, perform in-depth troubleshooting, and work closely with our development and product teams to ensure timely and accurate resolutions.We consider only those candidates that are already in Cyprus.Key Responsibilities:Provide Advanced Technical Support:● Handle escalations from Level 1 Support and take ownership of complex technical issues;● Diagnose, troubleshoot, and resolve advanced product or system-related problems;● Communicate directly with customers to provide detailed updates and solutions.Investigate and Reproduce Issues:● Recreate customer-reported issues in test environments to identify root causes;● Collect and analyze logs, data, and system information for deeper investigation;● Collaborate with development teams to escalate and resolve software bugs or system malfunctions. System and Product Expertise:● Develop an in-depth understanding of Paytech’s products, systems, and integrations;● Stay up-to-date with new features, configurations, and releases;● Assist in testing new versions or updates before deployment to ensure smooth performance.Documentation and Knowledge Sharing:● Document troubleshooting steps, solutions, and technical FAQs for internal and external use;● Contribute to the creation and maintenance of technical guides and knowledge base articles;● Mentor and support Level 1 agents by sharing knowledge and best practices.Requirements:● Experience: Minimum 1+ years of experience in a technical support or IT helpdesk role within the payments industry;● Technical Proficiency: Strong understanding of APIs, payment systems, and basic SQL/database queries. Familiarity with Postman as well as CRM/ticketing tools (e.g., Zendesk, Jira);● Analytical and Troubleshooting Skills: Proven ability to analyze complex problems, identify root causes, and implement effective solutions;● Communication Skills: Excellent written and verbal communication in English and Russian. Ability to explain technical concepts clearly to non-technical users;● Customer Focus: Passionate about delivering high-quality technical support and maintaining strong client relationships.We Offer:● Competitive salary package and performance-based bonuses;● Clear career progression path toward senior technical or product-related roles;● A collaborative and innovative work environment;● Ongoing technical training and professional growth opportunities.