API Support Specialist
Provide front-line technical support for Astra's payments API platform. Troubleshoot integration issues, resolve customer tickets within SLAs, escalate appropriately, and contribute to knowledge base and process improvements. Requires 1-3 years in API/technical support with strong troubleshooting and communication skills.
About the job
Responsibilities
- Own and resolve inbound technical support tickets across our full client base — API errors, integration questions, configuration issues, transaction discrepancies, and similar day-to-day technical problems.
- Meet defined response and resolution SLAs, prioritizing by severity and client impact.
- Triage incoming issues and make clear escalation calls — routing account-specific complexity to the appropriate Technical Account Manager, and any suspected platform-wide or systemic issues to engineering.
- Maintain and grow our internal knowledge base and runbooks, documenting resolutions so recurring issues get solved faster (or become self-serve) over time.
- Monitor ticket trends to spot patterns — flagging when the same issue is showing up across multiple unrelated clients, which often signals a systemic problem worth raising upstream.
- Communicate clearly and professionally with clients' technical teams, translating technical detail into plain, actionable guidance.
- Contribute feedback on recurring pain points to help inform product and documentation improvements.
- Help build the support function itself: as an early team member, you'll shape our macros, escalation paths, SLAs, and internal playbooks rather than just follow existing ones.
Requirements
- 1-3 years' experience in a technical support, API support, or technical customer-facing role, ideally in fintech, payments, or another API-first product.
- Comfort reading API documentation, logs, and error responses, and troubleshooting integration issues methodically.
- Familiarity with REST APIs, webhooks, and common authentication patterns (API keys, OAuth).
- Strong written communication — able to explain technical concepts clearly to both technical and non-technical audiences.
- Ability to prioritize under pressure across multiple open tickets with different urgency levels.
- A structured, checklist-minded approach to troubleshooting, paired with good judgment about when a problem is outside your depth and needs to be escalated.
- Comfortable working with basic scripting/tooling to investigate issues (SQL queries, API testing tools like Postman, log searching) — not required to write production code.
Nice-to-Haves
- Prior experience at a payments, fintech, or developer-tools company.
- Experience with support ticketing platforms (Pylon, Zendesk, Intercom, or similar) and internal monitoring/observability tools.
- Exposure to basic scripting (Python, JavaScript) for investigating issues.
Compensation
- $70,000 - $90,000
Skills
REST APIs, Webhooks, OAuth, Api Keys, SQL, Postman, Python, JavaScript, Zendesk, Intercom
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