# Regional Tier 1 Tech Lead [Nayax](https://gurify.com/jobs?q=Nayax) · Shanghai, China · Posted 5 days ago Lead [Apply on the original posting → (opens in a new tab)](https://www.comeet.com/jobs/nayax/13.009/regional-tier-1-tech-lead/FD.174) ## Job description Join us at Nayax, a global fintech leader (NASDAQ; TASE: NYAX) revolutionizing the world of cashless payments, consumer engagement, and business management solutions. With more than 1,200 employees across 13 offices worldwide. At Nayax, you’ll be part of a diverse and innovative community where your work makes a real impact and helps shape the future of payments. We are looking for a Regional Tier 1 Tech Lead, who will be the first point of contact for customers reaching out with technical issues across the full Nayax product portfolio. You will handle incoming support requests via phone, email, and chat, resolve common issues directly, and ensure that anything beyond your scope is captured clearly and escalated further promptly. This role requires the ability to communicate fluently in both Mandarin and English, supporting customers and internal teams across our Chinese and international markets. ### Your key responsibilities will include: ### Frontline Ticket Handling — All Nayax Products - Respond to incoming support tickets, calls, and chats within defined SLA timelines, across the full range of Nayax hardware and software products. - Accurately log all customer interactions and issue details in the ticketing system. - Triage incoming issues by urgency, impact, product line, and complexity before working or routing them. - Maintain working knowledge of each product line well enough to resolve common issues without needing to route by product silo. ### Bilingual Customer Communication - Communicate clearly and professionally with customers in Mandarin and English, in both writing and speech. - Translate or relay technical information accurately between Chinese-speaking customers/partners and English-speaking internal teams (Support, R&D, product, etc). - Set clear expectations with customers on next steps, timelines, and resolution status. ### First Line Troubleshooting & Diagnosis - Diagnose and resolve common technical issues using documented procedures, knowledge base articles, and diagnostic tools. - Guide customers step-by-step through basic troubleshooting (device resets, connectivity checks, configuration fixes, etc.). - Identify when an issue falls outside work scope and requires escalation. ### Escalation & Handoff to HQ Tier 2 - Escalate unresolved or complex issues to the relevant team at HQ, with complete documentation: steps already taken, error logs, and customer impact. - Coordinate directly with teams at HQ across time zones to keep escalations moving and avoid stalled tickets. - Follow up on escalated tickets to keep the customer informed until resolution. - Flag recurring or high-impact issues to local leadership and the relevant HQ team for pattern recognition. ### Documentation & Knowledge Base - Keep ticket notes accurate, complete, and easy for other agents to pick up. - Contribute to and help maintain internal knowledge base articles and FAQs, in both Chinese and English where relevant. - Follow and help refine standard operating procedures for common issue types. ### SLA & Queue Discipline - Meet individual SLA and quality targets (response time, resolution time, customer satisfaction). - Proactively manage your ticket queue to avoid aging or stalled cases. ### Reporting & Global Coordination - Report directly to the Chief Operating Officer, China on day-to-day operations, priorities, and local performance. - Maintain a dotted-line relationship with the Global Tier 1 Director to align with global support standards, KPIs, tooling, and process. - Represent the Nayax China Tier 1 function in global support discussions, ensuring local context and China-market needs are reflected in global processes. - Coordinate with OEM support team located in Romania, to be a point of technical escalation, to troubleshoot together when needed. ### Requirements ### What Makes You a Great Fit: - Fluent in Mandarin Chinese and English — both spoken and written — required for this role. - Prior experience in a customer-facing technical support role is preferred. - Comfortable working with ticketing systems (e.g., Zendesk, Salesforce, Jira) and basic diagnostic/remote-support tools. - Strong troubleshooting mindset with the patience to walk customers through step-by-step solutions. - Clear, professional written and verbal communication; able to explain technical concepts in plain language. - Reliable, detail-oriented, and comfortable following documented processes and SLAs. - Willingness to work with flexible hours or to travel as needed to support regional coverage. ### Learn More about Nayax Founded in 2005, Nayax provides an end-to-end platform for payments, empowers businesses to grow revenue, reduce operational costs, and deliver seamless commerce experiences. Our customer-first mindset and commitment to in-house innovation have positioned us at the forefront of the cashless payment revolution, serving the unattended and retail sectors around the world. We support over 80 payment methods in 60+ currencies, hold a European payment institution license, and have formed strategic partnerships with global financial institutions to deliver powerful, scalable solutions. With more than 1,200 employees across 13 global offices, Nayax operates in 120+ countries. Our global headquarters in Herzliya Hills, Israel, is our largest site, housing over 600 employees across 20+ departments. At Nayax, we believe in creating long-term impact through loyalty tools, omnichannel solutions, and an agile ecosystem of value-added services. We're proud to support businesses in reaching new heights and we're always looking for innovative, passionate individuals to join us. **Live in Nayax’s hiring system.** Read from the company's own applicant tracking system, not reposted from a job board — so it's a real, open requisition rather than an ad that outlived the role. 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With more than 1,200 employees across 13 offices worldwide. At Nayax, you\u2019ll be part of a diverse and innovative community where your work makes a real impact and helps shape the future of payments.\u003C/p\u003E\u003Cp\u003EWe are looking for a Regional Tier 1 Tech Lead, who will be the first point of contact for customers reaching out with technical issues across the full Nayax product portfolio. You will handle incoming support requests via phone, email, and chat, resolve common issues directly, and ensure that anything beyond your scope is captured clearly and escalated further promptly. This role requires the ability to communicate fluently in both Mandarin and English, supporting customers and internal teams across our Chinese and international markets.\u003C/p\u003E\u003Ch3\u003E\uFEFFYour key responsibilities will include:\u003C/h3\u003E\u003Ch3\u003EFrontline Ticket Handling \u2014 All Nayax Products\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003ERespond to incoming support tickets, calls, and chats within defined SLA timelines, across the full range of Nayax hardware and software products.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EAccurately log all customer interactions and issue details in the ticketing system.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003ETriage incoming issues by urgency, impact, product line, and complexity before working or routing them.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EMaintain working knowledge of each product line well enough to resolve common issues without needing to route by product silo.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EBilingual Customer Communication\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003ECommunicate clearly and professionally with customers in Mandarin and English, in both writing and speech.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003ETranslate or relay technical information accurately between Chinese-speaking customers/partners and English-speaking internal teams (Support, R\u0026amp;D, product, etc).\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003ESet clear expectations with customers on next steps, timelines, and resolution status.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EFirst Line Troubleshooting \u0026amp; Diagnosis\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EDiagnose and resolve common technical issues using documented procedures, knowledge base articles, and diagnostic tools.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EGuide customers step-by-step through basic troubleshooting (device resets, connectivity checks, configuration fixes, etc.).\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EIdentify when an issue falls outside work scope and requires escalation.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EEscalation \u0026amp; Handoff to HQ Tier 2\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EEscalate unresolved or complex issues to the relevant team at HQ, with complete documentation: steps already taken, error logs, and customer impact.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003ECoordinate directly with teams at HQ across time zones to keep escalations moving and avoid stalled tickets.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EFollow up on escalated tickets to keep the customer informed until resolution.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EFlag recurring or high-impact issues to local leadership and the relevant HQ team for pattern recognition.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EDocumentation \u0026amp; Knowledge Base\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EKeep ticket notes accurate, complete, and easy for other agents to pick up.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EContribute to and help maintain internal knowledge base articles and FAQs, in both Chinese and English where relevant.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EFollow and help refine standard operating procedures for common issue types.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003ESLA \u0026amp; Queue Discipline\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EMeet individual SLA and quality targets (response time, resolution time, customer satisfaction).\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EProactively manage your ticket queue to avoid aging or stalled cases.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003EReporting \u0026amp; Global Coordination\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EReport directly to the Chief Operating Officer, China on day-to-day operations, priorities, and local performance.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EMaintain a dotted-line relationship with the Global Tier 1 Director to align with global support standards, KPIs, tooling, and process.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003ERepresent the Nayax China Tier 1 function in global support discussions, ensuring local context and China-market needs are reflected in global processes.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003ECoordinate with OEM support team located in Romania, to be a point of technical escalation, to troubleshoot together when needed.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003ERequirements\u003C/h3\u003E\u003Ch3\u003EWhat Makes You a Great Fit:\u003C/h3\u003E\u003Cul\u003E\u003Cli\u003EFluent in Mandarin Chinese and English \u2014 both spoken and written \u2014 required for this role.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EPrior experience in a customer-facing technical support role is preferred.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EComfortable working with ticketing systems (e.g., Zendesk, Salesforce, Jira) and basic diagnostic/remote-support tools.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EStrong troubleshooting mindset with the patience to walk customers through step-by-step solutions.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EClear, professional written and verbal communication; able to explain technical concepts in plain language.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EReliable, detail-oriented, and comfortable following documented processes and SLAs.\u003C/li\u003E\u003C/ul\u003E\u003Cul\u003E\u003Cli\u003EWillingness to work with flexible hours or to travel as needed to support regional coverage.\u003C/li\u003E\u003C/ul\u003E\u003Ch3\u003ELearn More about Nayax\u003C/h3\u003E\u003Cp\u003EFounded in 2005, Nayax provides an end-to-end platform for payments, empowers businesses to grow revenue, reduce operational costs, and deliver seamless commerce experiences. Our customer-first mindset and commitment to in-house innovation have positioned us at the forefront of the cashless payment revolution, serving the unattended and retail sectors around the world.\u003C/p\u003E\u003Cp\u003EWe support over 80 payment methods in 60\u002B currencies, hold a European payment institution license, and have formed strategic partnerships with global financial institutions to deliver powerful, scalable solutions.\u003C/p\u003E\u003Cp\u003EWith more than 1,200 employees across 13 global offices, Nayax operates in 120\u002B countries. Our global headquarters in Herzliya Hills, Israel, is our largest site, housing over 600 employees across 20\u002B departments.\u003C/p\u003E\u003Cp\u003EAt Nayax, we believe in creating long-term impact through loyalty tools, omnichannel solutions, and an agile ecosystem of value-added services. We\u0026#39;re proud to support businesses in reaching new heights and we\u0026#39;re always looking for innovative, passionate individuals to join us.\u003C/p\u003E","identifier":{"@type":"PropertyValue","name":"Gurify","value":"regional-tier-1-tech-lead-at-nayax-ce5c36bb13ff"},"url":"https://gurify.com/job/regional-tier-1-tech-lead-at-nayax-ce5c36bb13ff","datePosted":"2026-10-30","validThrough":"2026-12-19T23:59:59Z","hiringOrganization":{"@type":"Organization","name":"Nayax","sameAs":"https://www.comeet.com/jobs/nayax"},"directApply":false,"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressCountry":"CN","addressLocality":"Shanghai"}}} ``` ```json {"@context":"https://schema.org/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Jobs","item":"https://gurify.com/jobs"},{"@type":"ListItem","position":2,"name":"China","item":"https://gurify.com/jobs/china"},{"@type":"ListItem","position":3,"name":"Regional Tier 1 Tech Lead","item":"https://gurify.com/job/regional-tier-1-tech-lead-at-nayax-ce5c36bb13ff"}]} ```