About the job
Senior Technical Support Analyst – Merchant Technical Services (Level 2 Support Lead)
Location: Remote (Ireland / EMEA)
Function: Merchant Technical Services (L2)
At ZeroRisk, we are on a mission to develop a robust technical support organization dedicated to assisting merchants and partners in navigating complex, highly regulated payment environments. We are seeking a dynamic Senior Technical Support Analyst to spearhead and manage our Level 2 (L2) Merchant Technical Services capabilities.
This pivotal role serves as a bridge between frontline Support (L1) and Engineering, taking charge of technical escalations. You will be responsible for resolving intricate merchant-related issues at the L2 level and ensuring that only well-documented, evidence-backed issues are escalated to Engineering and Product teams.
1. Role Purpose
The Senior Technical Support Analyst is tasked with:
Overseeing the L2 support function from start to finish.
Serving as the technical gatekeeper between Support and Engineering.
Diagnosing, reproducing, and resolving issues at the lowest appropriate level.
Enhancing the escalation process for technical and functional issues across the organization.
This role is essential in safeguarding Engineering focus, minimizing operational risks, and significantly enhancing the merchant experience.
2. Scope of Responsibility
2.1 Level 2 Technical Support Ownership
Designing, implementing, and managing ZeroRisk’s Level 2 Merchant Technical Services.
Establishing and enforcing clear boundaries among:
L1 Support (call center),
L2 Merchant Technical Services,
Engineering.
Acting as the technical escalation authority for all complex merchant issues.
Mitigating unnecessary interruptions to Engineering through effective L2 issue resolution.

