Technical Support Specialist

Job description

About Enfuce: Founded in 2016, Enfuce is a female-founded and led global payments partner solving payments complexity for ambitious brands, banks and fintech leaders. Born in the Nordics and built for the world, Enfuce combines deep payments expertise with cloud-native technology to help customers launch and scale with confidence. Enfuce is a strategic issuing and licensing partner delivering premium, flexible payment programmes across consumer, commercial and B2B use cases. Built for fast launch and trusted scale, Enfuce designs, launches and runs card programmes supporting debit, credit, prepaid, fleet and fuel propositions, alongside digital wallets and card scheme connectivity. Enfuce combines cloud-native issuing, embedded compliance and fraud intelligence to deliver velocity with control. Its modular technology and in-house expertise enable customers to create tailored payment solutions that are flexible, scalable and secure. As a regulated payments partner, Enfuce holds Electronic Money Institution licences from both the Finnish Financial Supervisory Authority and the UK Financial Conduct Authority and is a principal member of Visa and Mastercard. Its PCI-DSS-certified, cloud-native platform is designed for enterprise-grade reliability and global scalability, with 99.999% platform uptime. Enfuce has raised €73.5 million in funding and has received industry recognition including Fintech of the Year and Best ESG Campaign at the 2024 European Fintech Awards. About the role: This role is responsible for delivering reliable 2nd line support for Enfuce's card issuing and payment solutions. You'll work closely with customers to investigate, troubleshoot and resolve technical and operational issues, while providing expert guidance across card issuing, payment processing and related services. You'll collaborate with Product, Engineering, Operations and Scheme teams to resolve complex customer issues, contribute to operational excellence and continuously improve the customer experience through automation, AI and scalable support processes. What you'll be doing: Manage and resolve customer enquiries related to card issuing, payment processing and Enfuce's services in line with agreed SLAs. Investigate, troubleshoot and resolve technical and operational issues across the card issuing lifecycle. Provide customers with expert guidance on issuer processes, payment flows and product capabilities. Work closely with Product, Engineering, Scheme Operations and Operations teams to resolve complex payment-related issues. Handle cardholder disputes and chargeback cases in accordance with card scheme rules, regulatory requirements and internal procedures. Support dispute reporting and advise customers on dispute processes and best practices. Deliver recurring operational activities, including reporting related to disputes, digital wallets, card operations and service performance. Maintain accurate operational documentation and customer records. Guide and train customers on self-service tools to promote customer self-sufficiency. Identify opportunities to improve processes, automation, AI-assisted workflows and service quality. What you'll bring: 3+ years' experience within technical support, operations or customer support in the payments industry. Hands-on experience supporting card issuing platforms, issuer processing or issuer operations. Strong understanding of the payments ecosystem, including card issuing, authorisation, clearing, settlement, chargebacks and digital wallets. Experience supporting payment products, fintech platforms, issuer processors, banks or payment service providers. Experience investigating customer issues involving payment transactions and card lifecycle events. Excellent communication skills in English, both written and spoken. Experience using ticketing systems such as Jira Service Management, Zendesk or similar. Technical aptitude with the ability to troubleshoot complex issues. Working knowledge of APIs, SQL queries, log analysis and access management. Why You'll Love Working at Enfuce: High autonomy & ownership: We give you the freedom to own your work and trust you to make the best decisions for your projects. Top-tier talent: Join a team of industry experts and highly skilled professionals who are passionate about innovation and payments. Unlimited growth potential: We support your ambition with plenty of room for personal and professional development. Flexible, remote work: Work remotely with the flexibility to work abroad for up to 30 days each year. A supportive culture: Join a collaborative team that encourages learning, innovation and celebrates success together. Comprehensive benefits package: We offer competitive benefits designed to support your wellbeing and long-term success. Comprehensive benefits package: We take care of our people with great benefits to match the value you bring. Benefits & Perks: Fair pay and employee stock option: We value the input of every employee and want you to tap into the growth we build together. That’s why our salaries are competitive and reassessed regularly, and you have access to an employee stock option program. Flexible Paid Time Off: We offer a flexible paid time off policy, providing up to 5 weeks of annual vacation days and paid family leave, subject to country regulations. Additionally, you can benefit from hybrid or remote work options, promoting a healthy work-life balance. Regular Fun With Your Team: To spend other than work-related time with your teammates, you get a team activity budget for three quarters a year. The fourth quarter is reserved for a company-wide event. Healthcare, Mobile Phone And More: Depending on location, additional benefits can include healthcare, pension, phone support, lunch, wellbeing and insurance benefits.