Technical Support Specialist – Payments

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team.blue

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🛍️ eCommerce

SaaS • eCommerce • Technology

team. blue is a leading digital enabler for companies and entrepreneurs, serving over 3. 3 million customers across Europe. With a team of more than 2000 experts, they provide innovative digital services aimed at empowering businesses through technology. team. blue operates a variety of brands and focuses on delivering excellent customer experiences.

📋 Description

• 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

🎯 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.