Enterprise Support Specialist (Tech support)
Description
Nuvei is seeking an experienced, tech-savvy, and customer-focused Enterprise Support Specialist to join a fast-growing international team in the online payments and FinTech industry. This hybrid role involves acting as a trusted advisor to Nuvei's Premium and Enterprise clients, serving as the escalation point for various technical issues, and managing complex support cases via email, chat, and other platforms. The specialist will investigate technical and payment-related issues, collaborate with internal and external stakeholders, and contribute to process improvements, requiring strong analytical skills and FinTech expertise.
What We're Looking For
Act as a technical trusted advisor and go-to expert on Nuvei's products and services for Premium and Enterprise clients.,Manage and resolve production-level technical issues using Salesforce and instant messaging platforms, ensuring timely handling within service level agreements (SLAs).,Coordinate and prioritize support requests based on urgency and origin, maintaining accountability for resolution.,Investigate errors and logs, providing deep-dive analysis and actionable insights for both clients and internal teams.,Provide real-time technical guidance and education to clients on optimal use of Nuvei's products.,Proactively identify client needs or issues before they escalate, minimizing disruption and ensuring continuity.,Translate complex client requirements into clear, actionable items for Product and Development teams.,Ensure all tasks are performed in line with current procedures and compliance standards.,Stay informed on industry trends, internal policies, and product updates to ensure accurate support and continuous learning.,Collaborate cross-functionally with Product, R&D, Operations, and Risk teams to drive resolution and improvement.,Support clients across diverse industries including Gaming, Airlines, Retail, and E-commerce.,Contribute to team performance by meeting KPIs and fostering a collaborative work environment.,Participate in on-call rotations and occasional weekend shifts based on client demand.,Perform other tasks assigned by management to support team and company goals.
Ideal Candidate
Minimum 2 – 3 years of hands-on experience in technical support roles, ideally within the Payments or FinTech industry.,Bachelor's degree in industrial management, Computer Science, Engineering, or a related field (preferred).,Strong technical background with expertise in REST APIs, SDKs, IP/HTTP protocols, and advanced SQL.,Proven experience in log analysis, basic programming or web development, and generating technical reports.,Familiarity with Salesforce and other CRM or ticketing systems.,Experience supporting global enterprise clients in high-pressure environments, including C-level engagement.,Excellent communication and problem-solving skills and the ability to explain complex technical issues clearly for technical and non-technical audiences.,Effective time management, prioritization, and project coordination abilities.,Comfortable working in a fast-paced, high-stress environment with shifting priorities.,Willingness to collaborate with remote teams and work across time zones.
Minimum Education
Bachelor's Degree (preferred)
Hard Skills
Soft Skills
Benefits
Special Commitments
Participate in on-call rotations, occasional weekend shifts, willingness to collaborate with remote teams and work across time zones.
About the Company
Nuvei Corp.
Nuvei is a global payment technology provider headquartered in Montreal, Canada. The company offers a modular and scalable platform that enables merchants to accept next-gen payments, offer payout options, and access card issuing and fraud management services across 200 markets and 150 currencies.
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