Technical Support / Account Manager

Responsibilities

• Support clients throughout the entire lifecycle: onboarding, API integration consultations, testing (sandbox/demo), and go-live / production launch
• Handle day-to-day client communication in English and Russian (CRM: HubSpot/Freshchat) — answer product questions, guide clients through the dashboard, resolve issues
• Translate client requests, complaints, and feature requests into Jira tickets (bugs and feature specs with reproduction steps and acceptance criteria), coordinate prioritisation with the development team
• Act as the bridge between clients and the technical team, Product Manager, and Account/Business Development teams
• Investigate discrepancies in transactions, balances, and reporting, monitor product metrics and incidents — including SQL queries and preparing data exports for reconciliation
• Manage escalations with external providers

Requirements

• 1–2 years of experience in technical account management / fintech support
• Fintech experience (payment solutions, banking products, virtual cards or similar)
• English at Intermediate level or higher; Russian required
• Experience with APIs: authentication flows, building requests (Postman/curl), reading technical documentation
• Experience with Jira and Confluence; ability to write clear bug reports and requirements
• Basic SQL for data analysis and reconciliation

Conditions

We offer:

• Remote work
• Compensation for English classes
• Flexible start of the working day