Technical Support Specialist, APEXX Global
2+ days a week in office (Shoreditch, London)
Global payment solution
Job no longer available
Global payment solution
21-100 employees
Job no longer available
2+ days a week in office (Shoreditch, London)
21-100 employees
Company mission
To be the payment industry's most merchant-centric provider.
Role
Who you are
- This role will suit someone who has previously worked in Technical or App support, and is looking for the next opportunity to learn and grow
- Aspire to grow. Grow your knowledge and inspire your team, but also other teams to contribute to our goals
- Curious with a desire to learn. Understand our technical ecosystem and bring new ideas of how we can improve the support function and the Operations team at large
- Strong written and communication skills. Ability to communicate externally with our merchants in a clear and concise manner, and internally with the various teams involved
- Calm and measured. Ability to work under pressure to resolve incidents and liaise with the relevant teams or partners to meet merchant SLAs
- Technically-savvy. Ability to perform a thorough first-line investigation to identify technical problems
- Keen eye for detail. Detail orientated with excellent problem solving, analytical and organisational skills
- Must have: experience working with APIs
Desirable
- Experience in a technical department, preferably in a startup / tech environment (at least one year as a Technical Support Engineer or equivalent)
- Proficient in Payment Gateways, Card Payments, Acquiring, 3D Secure, Alternative Payments, Buy-Now-Pay-Later, and other associated payment functionalities
- Experienced user of Freshdesk or similar ticketing systems, as well as the Atlassian suite (Jira, Confluence etc.)
- Basic to intermediate SQL skills (MySQL, Snowflake, Postgres)
- Experience in any of the following an advantage: Postman, Excel, Kibana, Grafana
- Highly numerate, well-organised, and with high attention to detail
- Great teamwork and collaboration is key
- Remains calm in incident/crisis situations
- Ability to multitask and prioritise your workload with a strong sense of urgency and efficiency in order to bring timely resolution to client service requests
- Deadline-oriented and an ability to stick to SLAs
What the job involves
- The Technical Support Specialist will be reporting to the Senior Customer Operations Manager and the key tasks include, but not limited to:
- Provide excellent support to merchant issues and queries, and follow the issue through to resolution
- Perform the first-line investigation on all technical queries using the tools and systems available to the Support team as well as your own technical knowledge
- Identify issues and liaise with the L2 technical teams for further investigation and resolution, or escalate issues to third-party partners
- Contribute to the documentation effort to build a comprehensive Knowledge Base for internal and external use
- Work closely with internal teams including Product, Implementations, and Tech
- Be part of the incident management and sending communications to affected merchants for wide-spread issues
Salary benchmarks
Our take
APEXX Global acts as a Payments-as-a-Service platform combining all the world's acquirers, gateways, shopping carts, and alternative payment methods into a single integration. The company also consults its enterprise level customers to consolidate their global payment service provider relationships, and display all their reporting and transactional data in a single interface.
APEXX Global has become a staple in European markets, with a great number of integrated partners, and multiple enterprise clients including ASOS, eShopWorld, and Swoon. It operates across more than 70 countries, and boasts saving its users an average 15% on processing costs.
Following the company’s success and popularity in European markets, APEXX Global has begun expanding into the US. A long list of partnerships have contributed to increasing APEXX's ecosystem, and have allowed it to reach more merchants across different verticals and in key international markets. Atop this, substantial funds were raised by the company and will go towards development of its products and tech, as well as furthering its presence in North America.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Feb 2026
$10m
GROWTH EQUITY VC
Mar 2023
$25m
SERIES B
Total funding: $51.1m
Company HQ
Farringdon, London, UK
Leadership
Peter Keenan
(Co-Founder & CEO)Previously worked for 3 years at HSBC, holding various positions such as Head of Network and Group Head of Customer Propositions.
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