Technical Support Specialist

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Mayflower

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🥽 AR/VR

🤖 Artificial Intelligence

📱 Media

AR/VR • Artificial Intelligence • Media

Mayflower is a technology company that builds global IT products to transform live entertainment and live-streaming experiences. The company develops in-house systems and platforms that combine AR/VR, machine learning, computer vision, and payment orchestration to increase engagement and perception for large-scale entertainment audiences. Mayflower emphasizes product quality, experimentation, and employee support, operating with full-cycle teams and a broad engineering stack.

📋 Description

• Investigate and resolve merchant-reported issues related to payment processing, including failed transactions, decline reasons, and routing behavior; • Query databases and analyze logs/system events to identify root causes of technical issues; • Validate processor responses, webhook behavior, and merchant configurations (routing, fraud rules); • Support merchant onboarding, go-live activities, and payment method configuration; • Monitor and investigate approval rate anomalies and processor-specific issues; • Escalate complex cases appropriately — onboarding issues to the Lead Solution Engineer, processor issues to the Integration Team, product defects to the Product Team; • Maintain troubleshooting guides, knowledge base articles, and document recurring issues for process improvement.

🎯 Requirements

• 3+ years of experience in Technical Support, Fintech, Payments, PSPs, or Merchant Support / Payment Operations; • Ability to analyze application logs and investigate technical issues; • Experience working with REST APIs, JSON, and tools like Postman; • Experience working with SQL and querying databases; • Understanding of Authorization/Capture flows, Refunds, Chargebacks, and 3DS Authentication; • Understanding of Payment Routing, Acquiring/PSP ecosystems, and merchant onboarding processes; • Strong analytical and problem-solving skills, with the ability to explain technical issues to non-technical users; • Fluent English and strong communication skills; ability to manage multiple priorities; • Experience with monitoring/analytics tools such as Kibana, Grafana, or Metabase, and/or experience with payment orchestration platforms.

🏖️ Benefits

• Full remote work. • Competitive compensation with a service contract. • Transparent performance reviews twice a year, with bonus opportunities and salary adjustments. • An annual allowance that you can use for home office improvements, sports activities, equipment upgrades, and more—tailor it to what benefits you most. • Investment in your development: paid language courses, access to various learning platforms, and a mindfulness benefit, including psychological support with 50% coverage. • Career growth in a fast-scaling project with opportunities to influence technical decisions. • A culture of recognition: our peer reward program celebrates contributions from across the team.