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.

Responsibilities

• Deep Investigation & RCA: Own escalated issues performing complex troubleshooting and Root Cause Analysis (RCA) to identify the underlying cause of failures rather than just symptoms


• API & Log Analysis: Troubleshoot intricate transaction flows, routing failures, and configuration issues using advanced tools to analyze system logs and debug live API calls


• System Replication: Configure and replicate complex client environments or integration scenarios to reliably reproduce confirmed bugs


• System Configuration: Apply elevated access to implement complex configuration changes, workarounds, and data adjustments to resolve persistent issues


• Engineering Liaison: Act as the primary technical interface with Product and Engineering, scoping confirmed bugs, validating fixes, and providing detailed, reproducible technical evidence for systemic issues

Requirements

• Expert Payment Knowledge: Deep, comprehensive knowledge of payment infrastructure, transaction lifecycles, and complex routing/cascading logic


• Tooling Expertise: Expert proficiency in using tools like Postman (or similar REST clients) for API debugging, validation, and advanced testing


• Analytical Skills: Strong analytical and diagnostic problem-solving skills, with proven ability to work outside of documented procedures to resolve novel issues


• Technical 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 preferred

Benefits

• Learning and development opportunities and interesting challenging tasks.


• Opportunity to develop language skills, with partial compensation for the cost of English and Portuguese language classes (for localization purposes).


• Partial compensation for tennis lessons.


• Global coverage health insurance.


• Time for proper rest, with 24 working days of annual vacation and additional paid sick days.


• Transport compensation - 200 euros net per month.


• Competitive remuneration level with annual review.


• Team building activities.

You have the opportunity to work in our office in Lisbon. 

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