Enterprise Support Specialist – Tech Support
Nuvei
SQL
Enterprise Support Specialist
Nuvei
full-time
Posted on:
Location Type: Hybrid
Location: Bogotá • 🇨🇴 Colombia
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
MagentoMicroservicesMySQLOraclePostgresSQL
About the role
- Coordinate and manage support requests based on priority and origin, ensuring timely handling within service level agreements (SLAs).
- Communicate effectively with merchants, banks, providers, and internal teams. Maintain proactive communication across global teams and geographies.
- Validate basic configurations in gateway or middleware integrations.
- Monitor and report on support performance and transaction conversion.
- Investigate errors and logs and provide in-depth analysis for both clients and internal departments.
- Process, investigate, and respond to escalations to ensure customers’ issues reported via all channels are resolved to our client’s satisfaction.
- Ensure all tasks are performed in line with the current procedures.
- Collaborate on continuous improvement initiatives to optimize processes and tools.
- Stay informed on industry trends, internal policies, and product updates to ensure accurate support and continuous learning.
- Contribute to team performance by meeting KPIs and fostering a collaborative work environment.
- Perform other tasks assigned by management to support team and company goals.
Requirements
- Experience in technical support or customer service positions with a technology focus.
- Education in Systems Engineering, Software Engineering, Telecommunications, Industrial Engineering, Business Administration, or related fields.
- Understanding of Transact-SQL, REST APIs, web applications, and e-commerce payment ecosystems.
- Familiarity with relational databases (MySQL, Oracle, PostgreSQL), basic queries, and log analysis.
- Knowledge of client-server architectures, microservices, payment gateways, and middleware.
- Experience with tools like Git/GitHub, CMS platforms (Magento, VTEX, WooCommerce), and functional testing is a plus.
- Strong communication skills with internal and external stakeholders.
- Analytical thinking, problem-solving, and adaptability in dynamic environments.
- A collaborative mindset and the ability to work effectively as part of a team.
- Fluency in English (written and verbal).
- Experience working with international clients and cross-functional teams across different time zones.
Benefits
- Medical insurance
- Paid Vacation Time, Paid Sick Time.
- Hybrid working environment.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Transact-SQLREST APIsweb applicationse-commerce payment ecosystemsMySQLOraclePostgreSQLclient-server architecturesmicroservicespayment gateways
Soft skills
communication skillsanalytical thinkingproblem-solvingadaptabilitycollaborative mindsetteamworkcustomer serviceproactive communicationinvestigative skillsperformance monitoring