Technical Support Specialist

Job Summary

As a full-time remote Technical Support Specialist, the candidate will manage incoming technical issues, resolve configuration and integration challenges, and collaborate with various teams to enhance the client experience.

Key responsibilities

• Serve as the first point of contact for technical support, maintaining SLAs and ensuring timely follow-up on open cases
• Investigate and resolve technical issues by defining problems, utilizing product documentation, and determining root causes
• Collaborate with internal teams to escalate issues accurately and contribute to the development of internal documentation and knowledge bases

Required qualifications

• 2+ years in a technical support, implementation, or Tier 2 support role, preferably in payments, fintech, or API-first environments
• Practical experience with REST APIs, including interpreting status codes and reading JSON responses
• Ability to read logs and webhook payloads to trace issues across systems
• Familiarity with ticketing systems such as Jira or Zendesk
• Strong understanding of payment concepts and the ability to work alongside engineers to provide necessary details for issue investigation