Technical Support Specialist

Job Description

REQUIREMENTS

• 2+ years in technical support, implementation, or Tier 2 support roles
• Practical experience working with REST APIs, status codes, and JSON responses
• Ability to read logs and webhook payloads to trace issues across systems
• Working understanding of payment concepts such as authorization, capture, ACH, and chargebacks
• Experience working alongside engineering teams
• Proficiency with ticketing systems like Fin, Jira, or Zendesk
• Excellent written communication skills and a customer-first temperament

Preferred

• Direct experience with payments platforms, gateways, or processors
• Familiarity with Postman and log/observability platforms
• Experience with documentation tools like Confluence

RESPONSIBILITIES

• Serve as the technical front line for incoming support via tickets and Slack
• Investigate and resolve configuration, integration, and how-to issues using product docs, API responses, and webhook payloads
• Turn vague reports into well-defined problems with reproduction steps and scope of impact
• Escalate complex issues to the Technical Support Manager with precise context including transaction IDs and logs
• Build and maintain internal documentation and knowledge base content
• Partner cross-functionally with Success, Engineering, Onboarding, Risk, and Compliance teams

Are you interested in this position?

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