API Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and resolve incoming technical support tickets for our entire client base, addressing issues such as API errors, integration inquiries, configuration challenges, transaction discrepancies, and other daily technical concerns.

• Adhere to established response and resolution SLAs, prioritizing tasks based on severity and the impact on clients.

• Assess incoming issues and make well-informed escalation decisions by directing account-specific complexities to the appropriate Technical Account Manager, while escalating any potential platform-wide or systemic issues to the engineering team.

• Develop and enhance our internal knowledge base and runbooks, documenting solutions to enable quicker resolution of recurring issues or to facilitate self-service options over time.

• Analyze ticket trends to identify patterns, raising flags when identical issues arise across multiple unrelated clients, often indicating a systemic concern that should be escalated.

• Communicate with clients' technical teams in a clear and professional manner, transforming complex technical details into straightforward, actionable guidance.

• Provide feedback on persistent pain points to influence enhancements in product offerings and documentation.

• Contribute to the development of the support function: as an early team member, you will help shape our macros, escalation procedures, SLAs, and internal guides instead of merely following existing protocols.

⛳️ Requirements

• 1-3 years of experience in a technical support, API support, or customer-facing technical role, preferably within fintech, payments, or another API-centric product.

• Proficiency in reading API documentation, logs, and error messages, and methodically troubleshooting integration challenges.

• Familiarity with REST APIs, webhooks, and standard authentication methods (API keys, OAuth).

• Excellent written communication skills, capable of clearly articulating technical concepts to both technical and non-technical audiences.

• Ability to prioritize effectively under pressure while managing multiple open tickets with varying urgency levels.

• A systematic, checklist-oriented approach to troubleshooting, combined with sound judgment regarding when to escalate a problem that exceeds your expertise.

• Comfortable utilizing basic scripting and tools for issue investigation (SQL queries, API testing tools like Postman, log searches) — writing production code is not required.

• Previous experience in a payments, fintech, or developer-tools organization (preferred).

• Familiarity with support ticketing systems (Pylon, Zendesk, Intercom, or similar) and internal monitoring or observability tools (preferred).

• Exposure to basic scripting languages (Python, JavaScript) for issue investigation (preferred).

🏝️ Benefits

• Provides equity opportunities.