Technical Support Specialist
Job Summary
To support a growing customer base, the full-time Technical Support Specialist will investigate, triage, and resolve customer issues related to payments on the platform while working remotely and aligning with Pacific Time business hours.
Key responsibilities
- Establish expertise in money movement fundamentals and resolve issues reported by customers within stated SLAs
- Participate in a 24/7 response team for incidents and high-priority requests, collaborating with Engineering and Product teams to identify root causes
- Identify gaps and build policies and procedures to scale support processes while leveraging AI tools for investigations and workflow optimization
Required qualifications
- 4+ years in customer-facing technical roles at B2B SaaS companies
- Experience with REST APIs and integration protocols including JSON/XML and FTP/FTPS/SFTP
- Proven ability to troubleshoot issues in production environments
- Experience using AI agents in a work environment
- Comfortable working standard business hours aligned with Pacific Time
Complete Job Description
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