Technical Support Specialist

xpate is a fast-growing fintech platform offering seamless payment solutions for businesses worldwide. Our clients include merchants who depend on us for efficient, secure, and reliable payments. To drive success and growth, xpate is seeking a Technical Support Specialist to join our Customer Success Team. This role combines technical expertise, client integration, and operational support to ensure merchants have a smooth and uninterrupted experience with our solutions. Functionally reporting to the Implementation Manager, you will play a key role in client activation, live operations, and technical issue resolution.

What You’ll Do:

• Act as the first point of contact for merchants during technical onboarding and live support.
• Support clients throughout the full lifecycle: from integration and activation to expansion and operational excellence.
• Provide expertise on xpate’s APIs, platform capabilities, and technical setup, advising on best implementation practices to optimize performance.
• Troubleshoot technical issues related to API integrations, payment processing, and platform configurations.
• Proactively monitor clients’ transaction flows to identify inefficiencies, anomalies, and opportunities for optimization.
• Collaborate closely with cross-functional teams (Tech, Product, Risk, and Customer Success) to resolve complex issues and deliver tailored solutions.
• Serve as a product advocate, gathering client feedback and technical insights to improve xpate’s solutions and processes.
• Maintain detailed documentation of client interactions, technical steps, and issue resolutions for knowledge-sharing and process refinement.
• Support clients with operational challenges during live operations, ensuring a proactive and timely response.

Who You Are

• You are customer-focused and recognize that every client interaction impacts xpate’s success. You deliver a seamless support experience by understanding and prioritizing client needs.
• You have strong communication skills and can explain technical concepts to non-technical audiences while maintaining professionalism and empathy.
• You have hands-on experience with internet technologies and APIs, including basic understanding of tools like SQL, HTML, JavaScript, or scripting languages (e.g., Python, PHP).
• You are a problem-solver with the ability to make quick and informed decisions under pressure, prioritizing based on urgency and impact.
• You are self-driven, adaptable, and thrive in fast-paced, dynamic environments with minimal supervision.
• You enjoy collaborating with internal and external stakeholders to achieve shared success.
• You bring strong organizational skills and can manage multiple technical tasks, balancing activation support with live operational needs.

What You’ll Need

• 2+ years of experience in a technical support, technical onboarding, or API integration role. Experience in fintech, payments, or SaaS industries is preferred.
• Solid understanding of APIs, web technologies, and troubleshooting processes.
• Ability to analyze and solve technical challenges proactively.
• Excellent verbal and written communication skills in English. Additional languages are a plus.
• A customer-centric mindset with a passion for ensuring client success through seamless technical support.

What's In It For You:

• A dynamic, ambitious work environment that values innovation, performance, and quality.
• A competitive monthly gross compensation package starting at 2000 EUR (depending on your experience and competencies).
• Stack of work equipment from Apple as our hardware of choice.
• Extra 3 paid days off per quarter for personal time & sick days to boost productivity.
• Birthday off. You can take this day off on your birthday (of course) or on any other day on your birthday month.
• A modern, fully equipped office in the Riga city center with an in-house canteen, chill area, drink, snack bar for refreshing breaks at work.
• Private health insurance.
• Flexible working hours and a hybrid work model.
• Corporate events and fun activities.

We've got more benefits in the pipeline, as we are just beginning.

You will get a high degree of collaboration and autonomy while working with a group of peers who have getting things done attitude. If you want to get a feeling of being valued at work and the opportunity to leave a footprint on an exciting fintech product that brings value to its customers, feel free to join the xpate team! 🚀