Technical Support Specialist

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

📋 Description

• Deliver scheduled customer support via phone, email, and live chat.

• Address questions related to accounts, platforms, payments, banking, verification, transactions, and technical integrations.

• Manage customer cases from the initial contact through to resolution, including investigation, documentation, follow-up, and escalation.

• Assist customers and partners with API configuration, authentication, webhooks, testing, validation, and integration best practices.

• Examine API requests, authentication concerns, connectivity issues, data errors, and webhook malfunctions.

• Analyze logs, payloads, response codes, and test outcomes to determine root causes.

• Support customers during development, deployment, launch, and post-launch stabilization phases.

• Lead or coordinate onboarding and implementation activities for customers and partners.

• Define implementation requirements, milestones, dependencies, ownership, and subsequent steps.

• Collaborate with Operations, Compliance, Product, Engineering, Sales, and external partners.

• Provide training and technical guidance to customers, partners, and internal teams.

• Utilize AI-assisted tools to enhance support, troubleshooting, documentation, and internal workflows.

• Design, test, and refine prompts, automated workflows, and support agents.

• Identify recurring issues and suggest enhancements to workflows, training materials, support content, API documentation, and product functionality.

• Report to the Customer Support Manager.

⛳️ Requirements

• Two to three years of experience in technical support, API implementation, technical onboarding, SaaS support, or a comparable client-facing technical role.

• Proven experience providing customer support via phone, email, and live chat.

• Practical knowledge of REST APIs, JSON, authentication methods, webhooks, and API testing tools.

• Familiarity with Postman, OpenAPI, Swagger, or similar developer tools.

• Capability to test APIs, interpret logs and error messages, troubleshoot integration problems, and identify root causes.

• Experience in supporting technical and business stakeholders during onboarding or implementation projects.

• Ability to manage multiple customer cases, implementation tasks, and competing priorities effectively.

• Experience with ticketing, CRM, or case-management systems.

• Excellent written and verbal communication skills.

• Strong analytical, troubleshooting, project management, and organizational abilities.

• Capability to explain complex technical concepts to non-technical audiences.

• Customer-centric approach with empathy, sound judgment, attention to detail, and strong case ownership.

• Familiarity with using AI tools for research, documentation, troubleshooting, or workflow automation.

• Preferred: experience in fintech, payments, banking, financial services, accounting software, or other regulated industries.

• Preferred: background in B2B SaaS or API-driven technology environments.

• Preferred: knowledge of payment APIs, transaction processing, reconciliation, international payments, KYC, and business verification.

• Preferred: understanding of OAuth, API monitoring, SQL, scripting, middleware, automation platforms, or browser developer tools.

• Preferred: experience collaborating directly with Product and Engineering teams.

• Preferred: experience in documenting technical issues, product requests, integration procedures, and implementation resources.

🏝️ Benefits

• Salary + Bonus + Health Benefits.

• Fully remote work arrangement.

• Growth opportunities in a rapidly scaling fintech and embedded finance sector.

• Cross-functional collaboration across Product, Sales, and Operations.

• Chance to influence the future of B2B payments.