Tier 2 Technical Support Specialist

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

Meet Nuvei, the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 50 markets, 150 currencies and 700 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

Overview

Ready to move beyond answering tickets and start building solutions? The Tier 2 Technical Support Specialist role is designed for the self-taught expert who loves solving complex challenges and creating tools that simplify processes. You will empower colleagues and merchants by transforming technical obstacles into automated workflows and interactive knowledge assets. By mastering tools such as Power Automate, Figma, and Articulate, you'll equip your team with the resources they need to deliver exceptional service. If you’re a self-taught maker driven to help others become more effective, your playground is here.

Role & Responsibilities

In this role, you will move beyond simply answering tickets to automating flows and preparing content that prevents issues before they arise.

· Team Mentorship: Serve as a subject matter expert and mentor for Level 1 specialists, sharing your technical discoveries and fostering a culture of continuous learning.

· Continuous Improvement: Identify gaps in current documentation or workflows and proactively apply Design Thinking to propose and build better alternatives.

· Advanced Troubleshooting: Act as the second-level escalation point for complex technical inquiries, using a sharp analytical mind to resolve issues.

· Solution Building: Create interactive "click-through" simulations and automated workflows to transform manual, repetitive chores into seamless digital processes.

· Knowledge Enablement: Develop high-quality, visual reference materials and documentation that empower our support team and improve the merchant experience.

Job Requirements

We prioritize demonstrated skills and a proactive mindset over specific degrees or certifications. We encourage you to apply if you can showcase proficiency in the following:

· Industry Knowledge (Asset): Familiarity with the payments industry (gateways, terminals, or billing) is a plus, but a curiosity for these hardware and software is essential.

· The Growth Habit: A documented history of being a lifelong learner who enjoys teaching themselves new systems and sharing that knowledge with others.

· Technical Communication: The ability to translate "technical-speak" into clear, helpful instructions within platforms like Zendesk, Salesforce, or MS Dynamics 365 CRM.

· Interactive Design: Experience building user flows or interactive guides using tools like Figma, Articulate 360, or Genially.

· Automation & Data: A "maker" mindset with hands-on experience using Power Automate (Desktop/Cloud) or Power Query to connect systems and manage data.

· Logic & Scripting: Comfort using Python, SQL, Office Scripts, or VBA to automate tasks or analyze information more effectively.

· UX Foundations: An eye for clean visual design and an understanding of how to map out intuitive user journeys.