Support Specialist (FinTech)

We’re a Czech FinTech company (non-bank lender) operating multiple brands and complexinternal systems. Our platform combines legacy components with modern services, integrations,and automation. To keep everything running smoothly, we’re strengthening our Support function — not as a call-center, but as a first-line analytical and operational support layer.
This role is ideal for someone who likes to investigate issues, connect dots across systems,and translate real problems into structured, actionable inputs for IT and business teams.

What we offer

• Real impact on daily operationsYou’ll be the first point of contact for real production issues and business questionsYour work directly affects system stability, operational efficiency, and customer experience
• Strong learning curveExposure to complex FinTech systems, integrations, workflows, and edge casesOpportunity to grow toward Senior Support, BA, or Operations roles
• Collaborative environmentClose interaction with IT, Product, Risk, Operations, Finance, MarketingClear escalation paths and focus on problem ownership, not ticket forwarding

Your role - as a Support Specialist, you will:

• Handle incoming tickets and requests from internal departments Operations, Risk, Finance,
  Marketing, Management)
• Investigate issues across multiple systems: identify scope, impact, root cause candidates
• Collect, verify, and structure information before escalation
• Distinguish between incidents, data issues, configuration problems, and user errors
• Formulate clear, high-quality tickets for IT and other departments (steps, context, logs,expected vs actual behavior)
• Track issues through resolution and ensure proper feedback to stakeholders
• Act as a co-owner of our internal Knowledge Base:
  - maintain and improve internal documentation, FAQs, and troubleshooting guides
  - collaborate closely with Business Analyst(s) to structure domains, flows, and recurringscenarios
  - proactively identify gaps in documentation and turn recurring questions/issues into KBcontent
• Maintain and improve internal documentation, FAQs, and troubleshooting guides
• Support continuous improvement by identifying recurring issues and proposing preventiveactions

What skills should you have?

• High level of independence and ability to learn quickly
• Strong analytical thinking and problem-solving mindset
• Ability to search for information across systems, documentation, logs, and past cases
• Experience working with complex IT systems (multi-module platforms, integrations,workflows)
• Excellent communication skills: clear, calm, and respectful — even under pressure
• Stress resistance and ability to prioritize in high-load situations
• Languages: Czech (professional proficiency), English (B2), Russian (a plus)

Nice-to-have:

• Background in IT, FinTech, banking, payments, or financial services
• Understanding of incident management and support workflows (ITIL basics)
• Experience with ticketing systems (Jira, Service Desk, Zendesk, similar)
• Basic technical understanding: APIs, databases, logs, data flows
• Ability to read and understand technical documentation and error messages

This role may not be a good match if:

• You expect problems to be clearly defined before you start working on them
• You prefer routine, repetitive tasks with little analysis
• You avoid direct communication with stakeholders
• You escalate issues without attempting to understand them first
• Stressful situations significantly affect your communication quality