UnlimitTechnical Support Specialist
About Unlimit
Unlimit is a global fintech ecosystem built to eliminate financial borders holding businesses back. The company provides the extensive infrastructure needed to scale globally, integrating payment processing, multi-currency business accounts, BaaS and crypto gateways into a single, intelligent platform.
Across 17 offices globally, Unlimit bridges hyper-local expertise with a high-capacity financial network, giving companies the agility to expand across regions with operational confidence and speed. Driving the evolution of payments, Unlimit is transforming its infrastructure from human-operated fintech into AI-native financial infrastructure — where APIs are consumed by machines, integrations are negotiated by agents, and systems evolve continuously through intelligent automation. Our next users are not only humans. They are AI agents acting on behalf of humans and businesses.
Unlimit serves more than the needs of businesses today; we are building the nervous system for a borderless global economy.
Key responsibilities:
- Create and continuously improve customer-facing technical documentation (integration guides, troubleshooting articles, FAQs, changelog notes) that is accurate, actionable, and aligned with product behaviour.
- Own merchant incidents end-to-end across chat, voice, and email, from first response to resolution and closure.
- Triage and investigate payment issues using logs/metrics/traces, correlate symptoms across systems, and identify the most probable root cause.
- Manage the full lifecycle of tickets in Salesforce and Jira, including clear reproduction steps, impact assessment, and evidence packages for Engineering.
- Lead incident coordination during outages or degradations: escalate, keep stakeholders updated, document actions taken, and contribute to post-incident reviews.
- Verify merchant integration behaviour (API requests/responses, callbacks/webhooks, idempotency, status transitions) and provide actionable guidance.
- Proactively monitor service health using Splunk and Grafana, detect anomalies, and raise risks before they become merchant-impacting incidents.
- Maintain and improve operational and customer-facing knowledge: runbooks, FAQs, troubleshooting trees, and SOPs; propose process improvements based on recurring patterns.
- Perform investigating payment transactions discrepancies.
- Assist in implementing automation initiatives to enhance efficiency and scalability.
- Partner with Product, Engineering, Risk/Compliance, and Operations to validate fixes, confirm merchant-side remediations, and reduce repeat incidents.
- Contribute to team capability building: peer coaching, knowledge-sharing, and onboarding of new support specialists.
Required experience and skills (must-have)
- Proven experience creating customer-facing technical documentation for API products (integration guides, troubleshooting articles, release notes) with clear structure and reproducible steps.
- Willingness to work in shifts and provide after-hours monitoring/coverage (including evenings/weekends during go-lives and hypercare) to meet onboarding and merchant support commitments.
- Financial services experience: 2+ years in a bank, PSP, acquirer, payment gateway, card processor, or similar regulated payments/fintech environment.
- Payments domain knowledge: understanding of payment flows and lifecycles (authorization, capture, refunds, reversals), status models, and merchant troubleshooting patterns.
- Strong technical literacy with REST APIs, HTTP, JSON; hands-on troubleshooting with Postman (or similar).
- Solid hands-on experience building and troubleshooting API integrations (merchant/partner), including callbacks/webhooks, idempotency, and status transitions.
- Good working knowledge of at least one programming language (e.g., Java, Python, JavaScript) to read code snippets, write small utilities, and reason about integration behaviour.
- Ability to work with observability tools (Splunk, Grafana) to investigate issues and build evidence-based hypotheses.
- Experience operating in a ticket-driven environment with strict SLAs, using Jira/Confluence and CRM tools such as Salesforce.
- Strong written and spoken English (native or C2), including the ability to de-escalate and communicate clearly under pressure.
- Proficient in using customer support ticketing platforms, including Intercom, Salesforce Service Cloud, and Zendesk
Join Unlimit Team now!
Unlimit is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief.