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Technical Support Specialist – Payments
Location
Belgium
Posted
4 days ago
Salary
0
Seniority
Senior
Job Description
Technical Support Specialist – Payments
team.blue
• Guide brands and companies through the technical steps of connecting to the OnPay payments API — from sandbox setup through to live go-live • Support cardholder data migrations: understand what is needed, coordinate with the relevant parties, and ensure migrations complete on schedule • Work closely with Commercial and the Project Manager to stay aligned on migration timelines, flag blockers early, and keep all stakeholders informed of progress • Serve as the technical point of contact during onboarding — so that Amelie, Mikkel, and the commercial team always have someone to call on for technical questions in the field • Act as the first escalation point for local support teams and resellers when they hit technical payment questions • Investigate and diagnose payment issues — covering PSP behaviour, acquirer responses, API errors, tokenisation, card flows, and transaction lifecycle questions • Manage and resolve escalations without defaulting to developers — only escalate to the dev team when the issue genuinely requires code-level intervention • Maintain a shared escalation channel so first-line teams have a structured way to reach you • Build and maintain internal documentation — integration guides, playbooks, and FAQs — and share knowledge with local support teams to improve their first-line resolution rate over time • Be the primary technical contact with payment partners for support queries, issue escalations, and integration guidance • Manage open cases with payment partners — tracking status, following up, and communicating outcomes back to internal teams • Build working relationships with partner support and technical teams to speed up issue resolution and stay informed on platform changes • Own the triage and resolution of payment-related technical incidents from detection through to closure • Reproduce and document issues thoroughly before escalating to development, including environment details, payloads, error responses, and steps to reproduce • Track support volumes, resolution times, and escalation rates — report trends to Payments leadership and contribute to weekly syncs with status on open issues, migrations, and partner cases
Job Requirements
- Solid understanding of payment systems — PSPs, acquirers, gateways, card tokenisation, transaction flows, and subscription/recurring payment models
- Knowledge of 3DS (3D Secure) authentication and how it fits into the payment authorisation flow
- Experience in a technical support, implementation, or integration role
- Able to read and work with API documentation, debug REST/JSON payloads, and identify integration errors
- Strong communicator — able to explain technical topics clearly to commercial, project, and local support teams
- Organised and proactive: able to manage multiple open cases and migrations simultaneously
- Comfortable working cross-functionally with Commercial, Project Management, and Development
- Direct experience with Adyen, Stripe, Nets, Clearhaus, QuickPay, or similar payment platforms (Nice-to-Have)
- Familiarity with e-commerce platforms and webshop payment integrations (Nice-to-Have)
- Experience in a second- or third-line support function or as a payment implementation consultant (Nice-to-Have)
- Some software development background — enough to read code, understand API logic, and communicate clearly with developers (Nice-to-Have)
- Experience writing technical documentation or integration guides (Nice-to-Have)
- Exposure to acquirer dispute processes, chargeback handling, or reconciliation workflows (Nice-to-Have)
Benefits
- Diversity & Inclusion are at our core.
- ESG commitment for sustainability.
- Opportunity to work with successful brands across Europe.
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