Technical Support Specialist - Payments

Company Overview
team.blue is an ecosystem of successful brands working together across regions to provide customers with everything they need to succeed online. 60+ successful brands make up the group; with a team of 4,200 experts serving its 3,3 million customers across Europe and beyond.

team.blue 's brands are a mix of traditional hosting businesses, offering services from domain names, email, shared hosting, e-commerce and server hosting solutions and specialist SaaS providers offering adjacent products such as compliance, marketing tools and team collaboration products. This broad product offering makes it a one-stop partner for online businesses and entrepreneurs across Europe.

ABOUT THE ROLE

We are looking for a Technical Support Specialist to join our central Payments team. This is a second-line technical support role — sitting between local support teams, resellers, and brands on one side, and our core payments developers and product managers on the other.

The person in this role will be the primary escalation point for technical and integration questions that go beyond what local teams can handle. As we migrate brands onto OnPay and grow our reseller network, the volume and complexity of technical support needs is growing rapidly. This role exists to absorb that pressure, keep things moving, and protect the bandwidth of the development team.

Day-to-day, you will work closely with Commercial and Project Management to stay aligned on brand migration timelines and communicate status, blockers, and progress. You will also be the main point of contact with our payment partners — including Adyen and Stripe — for partner-side support questions and escalations.

KEY RESPONSIBILITIES

1. Integration & Migration Support

• Guide brands and companies through the technical steps of connecting to the OnPay payments API — from sandbox setup through to live go-live

• Support cardholder data migrations: understand what is needed, coordinate with the relevant parties, and ensure migrations complete on schedule

• Work closely with Commercial and the Project Manager to stay aligned on migration timelines, flag blockers early, and keep all stakeholders informed of progress

• Serve as the technical point of contact during onboarding — so that Amelie, Mikkel, and the commercial team always have someone to call on for technical questions in the field

2. Second-Line Technical Support

• Act as the first escalation point for local support teams and resellers (Dandomain, Hypernode, and future partners) when they hit technical payment questions

• Investigate and diagnose payment issues — covering PSP behaviour, acquirer responses, API errors, tokenisation, card flows, and transaction lifecycle questions

• Manage and resolve escalations without defaulting to developers — only escalate to the dev team when the issue genuinely requires code-level intervention

• Maintain a shared escalation channel (e.g. super-user Slack/Teams channel) so first-line teams have a structured way to reach you

• Build and maintain internal documentation — integration guides, playbooks, and FAQs — and share knowledge with local support teams to improve their first-line resolution rate over time

3. Partner & Acquirer Liaison

• Be the primary technical contact with payment partners such as Adyen and Stripe for support queries, issue escalations, and integration guidance

• Manage open cases with payment partners — tracking status, following up, and communicating outcomes back to internal teams

• Build working relationships with partner support and technical teams to speed up issue resolution and stay informed on platform changes

• Attend partner technical calls and webinars; share relevant updates with the payments team

4. Incident Management & Troubleshooting

• Own the triage and resolution of payment-related technical incidents from detection through to closure

• Reproduce and document issues thoroughly before escalating to development, including environment details, payloads, error responses, and steps to reproduce

• Maintain an incident log and contribute to post-mortems with root cause analysis and recommendations

• Monitor for patterns in recurring issues and proactively propose fixes or process improvements

5. Testing, Monitoring & Reporting

• Support testing of new integrations and payment methods in sandbox/staging, and validate they meet requirements before go-live

• Work with the dev team to verify bug fixes and flag recurring issues

• Track support volumes, resolution times, and escalation rates — report trends to Payments leadership and contribute to weekly syncs with status on open issues, migrations, and partner cases

• Flag systemic issues or capacity risks early so the team can act before they become blockers

REQUIREMENTS

Must-Have

• Solid understanding of payment systems — PSPs, acquirers, gateways, card tokenisation, transaction flows, and subscription/recurring payment models

• Knowledge of 3DS (3D Secure) authentication and how it fits into the payment authorisation flow

• Experience in a technical support, implementation, or integration role

• Able to read and work with API documentation, debug REST/JSON payloads, and identify integration errors

• Strong communicator — able to explain technical topics clearly to commercial, project, and local support teams

• Organised and proactive: able to manage multiple open cases and migrations simultaneously

• Comfortable working cross-functionally with Commercial, Project Management, and Development

Nice-to-Have

• Direct experience with Adyen, Stripe, Nets, Clearhaus, QuickPay, or similar payment platforms

• Familiarity with e-commerce platforms and webshop payment integrations

• Experience in a second- or third-line support function or as a payment implementation consultant

• Some software development background — enough to read code, understand API logic, and communicate clearly with developers

• Experience writing technical documentation or integration guides

• Exposure to acquirer dispute processes, chargeback handling, or reconciliation workflows

WHAT SUCCESS LOOKS LIKE

• Brands complete integrations and migrations on schedule without needing to escalate to senior engineers or developers

• Local support teams and resellers have a reliable, responsive technical contact — and their first-line resolution rate improves over time

• Commercial and Project Management are always informed: no surprises on migration status or technical blockers

• Partner escalations (Adyen, Stripe) are handled efficiently with clear internal communication on outcomes

The volume of technical escalations reaching the core dev team drops significantly within 6 months

"Come as you are"

Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

Right to work

At any stage, please be prepared to provide proof of eligibility to work in the European country you are applying for. Unfortunately, we are unable to support Sponsorship Visas

ESG

At team.blue , our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here .