# Technical Support Specialist

**Company:** [Payabli](https://hotfix.jobs/companies/payabli)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 2+ years
**Skills:** REST APIs, JSON, Webhooks, Postman, Jira, Zendesk, Confluence, AI Tools, payments concepts, ticketing systems
**Posted:** 2026-07-17

> Technical Support Specialist serving as Tier 2 technical frontline for a payments infrastructure platform. Investigate and resolve API, integration, configuration, and payment flow issues; escalate to engineering with detailed context; build knowledge base and collaborate cross-functionally. Requires 2+ years technical support experience, practical REST API comfort, and payments knowledge.

## Job Description

## 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

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