Enterprise Support Specialist

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!

We’re looking for a tech-savvy and detail-oriented Enterprise Support Specialist to join our international team. Reporting to the Enterprise Support Team Lead, you’ll be part of a fast-paced environment that’s constantly evolving with the online payments and FinTech industry.

Your role will focus on managing incidents, requests, and operational needs from merchants and internal teams—ensuring smooth payment continuity and operational efficiency. You’ll handle escalations, investigate payment-related issues, and provide timely, accurate resolutions. This includes diagnosing technical problems, resolving tickets, and escalating when needed, while maintaining clear communication with stakeholders across regions.

You’ll also engage with banks and partners, contribute to process improvements, and help maintain high service standards. We value enthusiasm, ownership, and a can-do attitude, and encourage every team member to contribute ideas for improving both daily operations and long-term goals.

Key Responsibilities

• Coordinate and manage support requests based on priority and origin, ensuring timely handling within service level agreements (SLAs).
• Communicate effectively with merchants, banks, providers, and internal teams. Maintain proactive communication across global teams and geographies.
• Validate basic configurations in gateway or middleware integrations.
• Monitor and report on support performance and transaction conversion.
• Investigate errors and logs and provide in-depth analysis for both clients and internal departments.
• Process, investigate, and respond to escalations to ensure customers’ issues reported via all channels are resolved to our client’s satisfaction.
• Ensure all tasks are performed in line with the current procedures.
• Collaborate on continuous improvement initiatives to optimize processes and tools.
• Stay informed on industry trends, internal policies, and product updates to ensure accurate support and continuous learning.
• Contribute to team performance by meeting KPIs and fostering a collaborative work environment.
• Perform other tasks assigned by management to support team and company goals.

• Experience in technical support or customer service positions with a technology focus.

• Education in Systems Engineering, Software Engineering, Telecommunications, Industrial Engineering, Business Administration, or related fields.
• Understanding of Transact-SQL, REST APIs, web applications, and e-commerce payment ecosystems.
• Familiarity with relational databases (MySQL, Oracle, PostgreSQL), basic queries, and log analysis.
• Knowledge of client-server architectures, microservices, payment gateways, and middleware.
• Experience with tools like Git/GitHub, CMS platforms (Magento, VTEX, WooCommerce), and functional testing is a plus.
• Strong communication skills with internal and external stakeholders.
• Analytical thinking, problem-solving, and adaptability in dynamic environments.
• A collaborative mindset and the ability to work effectively as part of a team.
• Fluency in English (written and verbal).
• Experience working with international clients and cross-functional teams across different time zones.

Nuvei offers a wide variety of benefits, which include: 

• Medical insurance
• Paid Vacation Time, Paid Sick Time. 
• Hybrid working environment.  

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.