Enterprise Support Engineer

Enterprise Support Engineer

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!

Your mission

We're seeking an experienced, highly technical, and customer-focused Enterprise Support Engineer to join our international team. Reporting to the Enterprise Support Team Lead, you'll thrive in a dynamic environment shaped by the fast pace of online payments and FinTech.

In this hybrid role, you'll act as a trusted advisor to Nuvei's Premium and Enterprise clients—serving as the escalation point for complex technical issues, improvements, business requirements, and critical incidents. You'll manage and resolve advanced support cases via email (Salesforce), chat, and other platforms, ensuring timely and high-quality resolutions.

Your day-to-day will involve deep technical investigation, integration support, collaborating with internal and external stakeholders, and driving process improvements. This role requires strong analytical skills, advanced FinTech expertise, and the ability to work independently while fostering cross-functional collaboration.

Key responsibilities

• Serve as the technical trusted advisor and go-to expert on Nuvei's products and services for Premium and Enterprise clients.
• Manage and resolve production-level technical issues using Salesforce and instant messaging platforms, ensuring timely handling within SLAs.
• Lead complex integration support, ensuring seamless product use and optimal client experience.
• Coordinate and prioritize support requests based on urgency and origin, maintaining accountability for resolution.
• Investigate errors and logs, providing deep-dive analysis and actionable insights for both clients and internal teams.
• Provide real-time technical guidance and education to clients on optimal use of Nuvei's products.
• Proactively identify client needs or issues before they escalate, minimizing disruption and ensuring continuity.
• Translate complex client requirements into clear, actionable items for Product and Development teams.
• Escalate technical complaints and incidents affecting customers and services.
• Ensure all tasks are performed in line with current procedures and compliance standards.
• Stay informed on industry trends, internal policies, and product updates to ensure accurate support and continuous learning.
• Collaborate cross-functionally with Product, R&D, Operations, and Risk teams to drive resolution and improvement.
• Support clients across diverse industries including Gaming, Airlines, Retail, and E-commerce.
• Contribute to team performance by meeting KPIs and fostering a collaborative work environment.
• Participate in on-call rotations and occasional weekend shifts based on client demand.
• Perform other tasks assigned by management to support team and company goals.