Technical Support Specialist

What you'll do

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, while applying judgment about when to trust and when to verify the output.

Escalate with Precision

• Follow escalation paths in place from Tier 1 to Technical Support Manager, packaging the context they need to act fast: transaction IDs, timestamps, request and response payloads, environment, affected account, logs, and clear reproduction steps.
• Identify recurring issues and partner with internal teams to drive long-term solutions.

Knowledge and Documentation

• Help build out our internal documentation and knowledge base as you learn, so the whole team can scale.
• Document processes, troubleshooting steps, and best practices to improve team efficiency.

Team Collaboration

• Partner with our Partner Success and Client Support teams as the technical point of contact for customer-reported issues, ensuring seamless handoffs and shared context.
• Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs.
• Surface customer feedback, trends, and product issues to help improve the overall client experience.

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 or provided calls, interpreting status codes, and reading JSON responses to confirm behavior or isolate a problem. You don't need to author complex integrations from scratch.
• 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 (no direct database access required).
• A working understanding of payment concepts (authorization and capture, ACH, settlement, chargebacks, returns) or the ability to ramp on them quickly.
• Experience working alongside engineers, and a strong sense of what detail an engineer needs to investigate an issue.
• Comfort working with AI tools as part of your daily workflow, and an instinct for using them to move faster without losing accuracy.
• Experience with ticketing systems (Fin preferred, Jira, Zendesk).
• Excellent written communication and a customer-first, calm-under-pressure temperament.

Nice to have

• Direct experience with payments platforms, gateways, or processors.
• Familiarity with tools like Postman, log and observability platforms, and support tooling.
• Documentation experience (Confluence or similar).

Compensation and Benefits

• Competitive salary
• Stock options with the potential to unlock more equity as we grow
• Flexible PTO and paid parental leave
• Medical, dental, & vision insurance
• 401K, HSA, pre-tax savings programs