Technical Support Specialist
Provide customer support through phone, email, and live chat while guiding API configuration, testing, troubleshooting, customer implementations, training, documentation, and AI-assisted workflow improvement.
Responsibilities
- Provide scheduled customer support through phone, email, and live chat
- Resolve account, platform, payment, banking, verification, transaction, and integration questions
- Own customer cases from initial contact through investigation, documentation, follow-up, escalation, and resolution
- Guide customers and partners through API configuration, authentication, webhook, and integration practices
- Test and troubleshoot integrations using Postman and OpenAPI documentation
- Investigate API requests, authentication issues, connectivity problems, data errors, and webhook failures
- Coordinate customer and partner onboarding and implementation activities
- Establish implementation milestones, dependencies, owners, and next steps
- Deliver technical training and guidance
- Use AI-assisted tools to improve support, troubleshooting, documentation, and workflows
- Improve support content, API documentation, workflows, and product functionality
Requirements
- Two to three years of experience in technical support, API implementation, technical onboarding, SaaS support, or a similar client-facing technical role
- Customer support experience via phone, email, and live chat
- Hands-on knowledge of REST APIs, JSON, authentication methods, webhooks, and API testing tools
- Experience using Postman, OpenAPI, Swagger, or similar developer tools
- Ability to test APIs, interpret logs and error messages, troubleshoot integration issues, and identify root causes
- Experience supporting technical and business stakeholders through onboarding or implementation projects
- Experience using ticketing, CRM, or case-management systems
- Strong analytical, troubleshooting, project-management, organizational, written, and verbal communication skills
- Experience using AI tools for research, documentation, troubleshooting, or workflow automation
- Fintech, payments, banking, financial services, B2B SaaS, or API-driven technology experience is preferred
Benefits
- Bonus
- Health benefits