Role Description APEXX is pioneering payment orchestration, transforming the global payments landscape with cutting-edge technology and innovation. As a leader in Fintech, we're committed to excellence, driving forward-thinking solutions that empower businesses worldwide. We're looking for a Technical Support Specialist who thrives in a fast-paced fintech environment and is passionate about delivering exceptional customer experiences. In this role, you'll leverage your technical expertise to investigate and resolve merchant issues efficiently, ensuring the highest standards of service and support. The ideal candidate is excited by the opportunity to join a high-growth company that is making a meaningful impact in the payments industry. You'll combine strong technical troubleshooting skills with excellent communication, attention to detail, and a customer-first mindset to help our merchants succeed. This position is well suited to someone with experience in Technical Support, Application Support, or a similar customer-facing technical role who is looking to deepen their expertise, take on new challenges, and grow their career within an innovative and collaborative team. Qualifications - Previous experience as a Technical Support Engineer, ideally within a startup or fintech environment, with hands-on experience working with APIs. - Confident using ticketing and collaboration tools such as Freshdesk, Jira, Confluence, or similar platforms. - Basic to intermediate SQL skills, with experience using databases such as MySQL, Snowflake, or Postgres. - Familiarity with tools such as Postman, Excel, Kibana, or Grafana would be advantageous. - Deadline-oriented and comfortable working to SLAs, with the ability to remain calm and measured under pressure when resolving incidents. - Technically savvy, with the ability to carry out thorough first-line investigations, identify technical issues, and liaise with internal teams or partners to drive resolution. - Strong written and verbal communication skills, with the ability to communicate clearly and concisely with merchants, internal teams, and external partners. - Detail-oriented, with strong problem-solving, analytical, and organisational skills. - Curious, proactive, and eager to grow, with a desire to deepen your knowledge, bring new ideas, and inspire others to contribute to the success of the Support and Operations teams. Requirements - Investigation and troubleshooting - Identify issues and incidents using the APEXX technical incident matrix - Perform accurate and detailed first-line investigation on all technical queries using the tools and systems available to the Support team (Grafana, Portals, Quicksight, Snowflake) as well as your own technical knowledge - Identify routes of escalation both internally to the L2 technical teams or externally to our third-party partners based on the first-line investigation that was performed - Provide excellent support to merchant issues and queries, and follow the issue through to resolution - Investigate any out-of-hours incidents raised by merchants and alerts triggered by our internal monitoring system - Trigger the incident management process and escalate to L2 for further investigation when applicable - Prepare merchant comms and handle phone communications with merchants for incidents - Communicate effectively within the Support team during shift handovers and morning stand-ups - Work closely with internal teams including Product, Implementations, and Tech Benefits - Health: Insurance (Employee, spouse, and two children) optional cover for parents or in-laws. - 15 personal days per year + Festival holidays. - You can also take your birthday off as paid leave, and we offer a paid day off for any charity work you want to participate in. - Enrichment: Learning and development training, to strengthen your career and progression, leadership in-house training and monthly lunch and learn, where you eat lunch and learn with our guest presenter. - Social: Monthly team outings & incentives. Some of our recent ones include Hackathon, Lunch and Learns, and team building games.