Nuvei

Enterprise Support Engineer

Nuvei

full-time

Posted on:

Location Type: Hybrid

Location: Sofia • Bulgaria

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Tech Stack

SQL

About the role

  • Serve as the technical trusted advisor and go-to expert on Nuvei’s products and services for Premium and Enterprise clients.
  • Manage and resolve production-level technical issues using Salesforce and instant messaging platforms, ensuring timely handling within SLAs.
  • Lead complex integration support, ensuring seamless product use and optimal client experience.
  • Coordinate and prioritize support requests based on urgency and origin, maintaining accountability for resolution.
  • Investigate errors and logs, providing deep-dive analysis and actionable insights for both clients and internal teams.
  • Provide real-time technical guidance and education to clients on optimal use of Nuvei’s products.
  • Proactively identify client needs or issues before they escalate, minimizing disruption and ensuring continuity.
  • Translate complex client requirements into clear, actionable items for Product and Development teams.
  • Escalate technical complaints and incidents affecting customers and services.
  • Ensure all tasks are performed in line with current procedures and compliance standards.
  • Stay informed on industry trends, internal policies, and product updates to ensure accurate support and continuous learning.
  • Collaborate cross-functionally with Product, R&D, Operations, and Risk teams to drive resolution and improvement.
  • Support clients across diverse industries including Gaming, Airlines, Retail, and E-commerce.
  • Contribute to team performance by meeting KPIs and fostering a collaborative work environment.
  • Participate in on-call rotations and occasional weekend shifts based on client demand.

Requirements

  • Minimum 5 years of hands-on technical support experience in Payments or FinTech industry (ecommerce, gaming, travel, retail).
  • Bachelor’s degree in industrial management, Computer Science, Engineering, or a related field (preferred).
  • Strong technical background with expertise in REST APIs, SDKs, IP/HTTP protocols, and advanced SQL.
  • Proven experience in log analysis, basic programming or web development, and generating technical reports.
  • Familiarity with Salesforce and other CRM or ticketing systems.
  • Experience supporting global enterprise clients in high-pressure environments, including C-level engagement.
  • Excellent communication and problem-solving skills and the ability to explain complex technical issues clearly for technical and non-technical audiences.
  • Effective time management, prioritization, and project coordination abilities.
  • Comfortable working in a fast-paced, high-stress environment with shifting priorities.
  • Fluency in English (written and verbal); additional languages are a plus.
  • Willingness to collaborate with remote teams and work across time zones.
Benefits
  • A challenging job in a fast-developing, international company.
  • A friendly work environment where you can thrive and develop your skills.
  • Career advancement possibilities.
  • Competitive remuneration package.
  • Additional Health insurance incl. Dentist.
  • Fully covered MultiSport card.
  • Food vouchers.
  • Employee discounts card, Seminars and conference tickets, Playroom, and other additional perks.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
REST APIsSDKsIP protocolsHTTP protocolsSQLlog analysisprogrammingweb developmenttechnical reporting
Soft skills
communicationproblem-solvingtime managementprioritizationproject coordinationcollaborationadaptabilityclient engagement
Certifications
Bachelor's degree in industrial managementBachelor's degree in Computer ScienceBachelor's degree in Engineering