What you'll do
As a Technical Support Specialist, you'll partner closely with the Technical Support Manager to handle the front line of incoming technical issues across tickets and Slack. You'll serve as a technical bridge between success teams and Engineering, investigating issues end to end to differentiate between configuration problems and bugs.
Be the Technical Front Line
- Serve as tier 1 for incoming technical support with TSM as an escalation point.
- Build trusted relationships through responsive, professional, and solution-oriented communication.
- Maintain SLAs and ensure timely follow-up on all open cases.
Investigate and Resolve
- Turn vague reports into well-defined problems: expected vs actual behavior, when it started, reproduction steps, and scope of impact.
- Investigate before escalating, using product docs, account and paypoint configurations, internal tools, and API responses and webhook payloads to determine root cause.
- Take ownership of configuration, integration, and how-to issues, resolving them independently as you ramp.
- Use AI tools to work faster and smarter, researching issues, drafting customer responses, and summarizing context.
Escalate with Precision
- Follow escalation paths, packaging the context needed to act fast: transaction IDs, timestamps, request and response payloads, environment, and logs.
- Identify recurring issues and partner with internal teams to drive long-term solutions.
Knowledge and Documentation
- Help build out internal documentation and knowledge base to improve team efficiency.
- Document processes, troubleshooting steps, and best practices.
Team Collaboration
- Partner with Partner Success and Client Support teams as the technical point of contact.
- Work cross-functionally with Onboarding, Risk, Compliance, and Operations.
- Surface customer feedback, trends, and product issues.
Requirements
- 2+ years in a technical support, implementation, or Tier 2 support role, ideally at a payments, fintech, or API-first company.
- Comfort working with REST APIs at a practical level: running existing calls, interpreting status codes, and reading JSON responses.
- Ability to read logs and webhook payloads and trace an issue across systems.
- Comfort using internal tools and dashboards to look up records and verify behavior.
- Working understanding of payment concepts (authorization and capture, ACH, settlement, chargebacks, returns).
- Experience working alongside engineers, with a strong sense of what detail is needed for investigation.
- Experience with ticketing systems (Fin preferred, Jira, Zendesk).