Regional Tier 1 Tech Lead

🔥 13 hours ago

🇨🇳 China – Remote

⏰ Full Time

🟠 Senior

🧑‍💻 Full-stack Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Nayax

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💳 Fintech

🛒 Retail

💰 Venture Round on 2018-02

Fintech • Retail

Nayax is a global fintech leader that specializes in offering cashless payments, management, and loyalty solutions for retailers worldwide. Established in 2005, Nayax has been at the forefront of the cashless payment revolution, providing an innovative payment platform and management system designed for unattended retail. With a commitment to customer-first service and in-house development, Nayax serves businesses in more than 62 countries, facilitating the acceptance of over 50 currencies and 80 payment forms. Their technology empowers merchants through consumer engagement tools, loyalty programs, and omnichannel solutions, ultimately aimed at enhancing operational efficiency and driving growth.

📋 Description

• Serve as the first point of contact for customers with technical issues across Nayax’s hardware and software products • Respond to support tickets, calls, and chats within defined SLA timelines • Log customer interactions and issue details accurately in the ticketing system • Triage issues by urgency, impact, product line, and complexity • Resolve common technical issues using documented procedures, knowledge base articles, and diagnostic tools • Guide customers through device resets, connectivity checks, configuration fixes, and other basic troubleshooting • Communicate with customers in Mandarin and English in writing and speech • Translate or relay technical information between Chinese-speaking customers or partners and English-speaking internal teams • Set expectations regarding next steps, timelines, and resolution status • Escalate complex or unresolved issues to relevant HQ Tier 2 teams with complete documentation • Coordinate with HQ teams across time zones and follow up on escalated tickets • Flag recurring or high-impact issues to local leadership and HQ teams • Maintain accurate ticket notes and contribute to Chinese and English knowledge-base articles and FAQs • Follow and help refine standard operating procedures • Manage the ticket queue and meet SLA, quality, response-time, resolution-time, and customer-satisfaction targets • Report directly to the Chief Operating Officer, China on daily operations, priorities, and local performance • Maintain a dotted-line relationship with the Global Tier 1 Director • Represent Nayax China Tier 1 in global support discussions • Coordinate with the OEM support team in Romania for technical escalation and troubleshooting

🎯 Requirements

• Fluent in Mandarin Chinese and English, both spoken and written • Prior experience in a customer-facing technical support role preferred • Comfortable working with ticketing systems such as Zendesk, Salesforce, or Jira • Basic diagnostic and remote-support tools • Strong troubleshooting mindset • Patience to guide customers through step-by-step solutions • Clear, professional written and verbal communication • Ability to explain technical concepts in plain language • Reliable and detail-oriented • Comfortable following documented processes and SLAs • Willingness to work flexible hours or travel as needed to support regional coverage

🏖️ Benefits

• Flexible hours or travel as needed to support regional coverage • Opportunity to work in a diverse and innovative global fintech community • Work contributing to cashless payments, consumer engagement, and business management solutions • Global collaboration with teams across time zones and offices • Professional exposure to payment technologies, support operations, and in-house innovation