About SnappPay
SnappPay is the first and leading BNPL provider in Iran, started in 2020. We are leveraging Financial Technologies to reshape Iranians’ experience of consumer credit. Supporting Snapp Group’s mission of enhancing Iranian people's quality of life through Internet services, SnappPay’s mission is to bring financial freedom to all Iranians by providing them with better, smarter, and more efficient solutions for payment and shopping.

About the Role

The mission of a Technical Merchant Support Specialist is to provide accurate and effective technical solutions for integration, transaction, and connectivity issues, ensuring stable system performance and a seamless technical experience for merchants.

Responsibilities

• Handle and resolve merchants’ technical issues related to API integrations, payment gateways, and transactions.
• Analyze system logs and technical errors to identify root causes.
• Guide merchants and their technical teams through implementation, testing, and troubleshooting processes.
• Work closely with development, operations, and infrastructure teams to resolve complex technical issues.
• Track and manage technical tickets until full resolution in compliance with defined SLAs.
• Document recurring issues, common errors, and contribute to technical guides and documentation.
• Monitor service performance and report critical incidents.
• Contribute to technical process improvements and service stability.
• Maintain clear, professional communication with merchants with a solution-oriented approach.

Requirements

• Bachelor’s degree in Computer Engineering, Information Technology, Industrial Engineering, or related fields.
• 1 year of experience in technical support or troubleshooting for customers in payments, fintech, or online systems.
• Familiarity with APIs, payment gateways, transactions, servers, and databases.
• Strong problem-solving skills and ability to perform root cause analysis for technical issues.
• Excellent communication skills and ability to explain technical issues in simple terms to non-technical merchants.
• Experience documenting issues, actions taken, and solutions in ticketing and CRM systems.
• Proficiency in monitoring, reporting, and log analysis tools.
• High attention to detail, accountability, and ability to manage multiple technical cases simultaneously.
• Team-oriented with the ability to collaborate effectively with development, operations, and infrastructure teams.
• Understanding of information security and data confidentiality principles.
• Proficiency in Microsoft Office, especially Excel, for data analysis and reporting.