Merchant Support Engineer at Bvnk

About us: We believe the next generation of financial services will be powered by stablecoins. Founded in 2021, our mission at BVNK is to accelerate global money movement. We’re building stablecoin-native infrastructure so businesses can move value instantly across borders and networks. With global licenses and T1 bank partnerships, we facilitate billions in transactions for enterprise clients like Worldpay, Deel, LianLian Global, and Rapyd. Our technology is transforming how businesses operate globally by eliminating payment delays, reducing costs, and unlocking trapped capital. We’re a diverse team spread across EMEA, North America, and APAC, with a shared belief that stablecoins are the new infrastructure layer for financial services, and that BVNK is at the forefront of this shift. In 2025, we secured strategic investment from Visa, following our $50 million Series B with Haun Ventures, Coinbase Ventures, Scribble Ventures, DRW Venture Capital, Avenir, and Tiger Global. With the backing of these leading investors, we’re accelerating our growth – and we're looking for smart, ambitious people to help us build the future of financial services. We're incredibly honored to have made Newsweek's list of The Top 100 Global Most Loved Workplaces three years running (most recently in 2025) and to have been recognised by LinkedIn as one of the Top 20 Startups in the UK in 2024. About this role in the team: The Merchant Technical Analyst will play a crucial role in supporting BVNK’s merchant base by handling escalated technical and integration queries. This role requires strong analytical skills, the ability to troubleshoot complex issues, and a deep understanding of the BVNK ecosystem, including payment flows, API integrations, and transaction monitoring. The successful candidate will work closely with internal teams such as Engineering, Trading, and Account Management to ensure smooth technical operations for merchants.This role bridges the gap between our customers and our Product/Engineering squads, acting as the "technical first line of defense" to resolve bugs faster, protect engineering bandwidth, and improve product quality through rigorous investigation and technical triaging. Key Responsibilities: Technical Support & Escalations: • Investigate and analyze application/service logs to identify and resolve merchant issues. • Handle elevated escalations, ensuring timely resolution of complex technical problems. • Address tasks requiring elevated access, such as: • Address whitelisting • Transaction cancellations • Manage urgent merchant account tech/integration queries, providing prompt resolutions. • Conduct new merchant introduction calls to answer technical and integration-related questions alongside Dimitar. • Provide support via Slack and Zendesk tickets, specifically those requiring advanced access and in-depth investigations. • Log support requests and JIRA tickets for development team escalations and follow through on resolutions. Advanced Triage & Debugging: • Deep-dive into logs, investigate API responses, and use developer tools to identify root causes before escalating to Product Engineering. • Move beyond standard support workflows to investigate the technical "root cause" of merchant issues. • Reduce the "ping-pong" between teams by handling technical investigations independently. Engineering Integration: • Operationally embed with an Engineering Squad, including joining daily standups and participating in bug prioritization. • Utilize technical terminology to streamline communication with engineering teams. • Act as a buffer for Product Engineers, allowing them to stay focused on feature delivery with fewer context-switches. E2E Manual Testing & Quality Assurance: • Act as a quality gatekeeper by performing end-to-end manual testing of critical user flows. • Validate paths from a customer perspective before features reach production. • Report findings to improve product quality and reduce post-release issues. Monitoring & Incident Handling: • Monitor internal alerts and take necessary actions when anomalies arise. • Investigate failed payments (e.g., transaction hash generated but failed on the blockchain) and escalate to Kevin if required. • Resubmit transaction hashes for successful transactions that are not reflecting in the admin panel. • Generate and maintain incident reports for tracking and resolution purposes. • Provide regular visibility into product health and merchant pain points to help squads prioritize fixes effectively (Health Reporting). Account & Fee Management: • Amend merchant account details as required. • Implement fee and spread changes, ensuring updates are made • Work closely with the Trading team to address merchant escalations within the Slack channel. API & Integration Support: • Assist merchants with basic API integration queries, ensuring smooth onboarding and troubleshooting common integration challenges. • Handle "small fixes" or script adjustments independently where applicable. • Leverage AI tools to automate repetitive technical tasks. Required Skills & Experience: • Technical Expertise: Understanding of API integrations, payment processing, and blockchain transactions. • Comfort with (or a strong desire to learn) APIs, databases, and code-reading. • Ability to use developer tools for investigation and debugging. • Passionate about AI tools, and desire to use them in day to day job • Analytical Thinking • Ability to diagnose and troubleshoot technical issues efficiently. • The "Detective" Mindset: A passion for finding where things break and explaining why they are breaking. • Communication Skills: • Strong verbal and written communication skills to engage with both merchants and internal stakeholders. • The ability to translate complex technical issues for merchants and merchant needs for engineers. • Problem-Solving: Proactive approach to identifying and resolving technical challenges. • Product & Domain Knowledge: • Deep understanding of our merchant ecosystem and common pain points. • Comprehensive knowledge of payment flows, transaction lifecycle, and merchant operations. • Experience with Tools: • Graylog, Jira, Zendesk, Slack, Skype • Blockchain explorers and transaction monitoring tools • Internal admin panels and support dashboards • Developer tools for debugging and API investigation • Previous Experience: 2+ years in a technical support, merchant operations, or fintech environment. • Bonus: • Experience working with cryptocurrency transactions, payment processors, or fintech support teams. • Experience with E2E testing or quality assurance processes. • Familiarity with scripting or basic programming concepts. What you can expect from us: • Fair and competitive salary at every stage of your growth • Meaningful ownership in the business through our employee option scheme • Flexible working hours, with hybrid working at its heart • A culture built on passionate, growth-minded people • A flexible approach to holiday • Opportunities to travel to our offices around the world • An open and creative environment where you can help us define the future of BVNK, its culture, and its opportunity sets At BVNK, we are focused on building a diverse and inclusive team. While you may not meet all of our requirements, we’d encourage you to apply if you meet the majority of our expectations. You may be a great fit for this role or another role in our team.