Technical Support Specialist

You will provide customer support by phone, email, and live chat, own cases through resolution, and communicate clear technical guidance. You will guide API configuration, testing, and troubleshooting; investigate integration issues; coordinate customer implementations; deliver training; and use AI-assisted tools to improve support workflows and documentation.

Responsibilities

• Provide scheduled customer support through phone, email, and live chat
• Resolve account, platform, payment, banking, verification, transaction, and integration questions
• Own cases from initial contact through investigation, documentation, follow-up, escalation, and resolution
• Manage customer conversations, support tickets, implementation tasks, and follow-up activities
• 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
• Review logs, payloads, response codes, and test results to identify root causes
• 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
• Knowledge of REST API, JSON, authentication, webhook, and API testing tools
• Experience with Postman, OpenAPI, Swagger, or similar developer tools
• Ability to test API, interpret logs and error messages, troubleshoot integrations, and identify root causes
• Experience supporting technical and business stakeholders through onboarding or implementation
• Experience using ticketing, CRM, or case-management systems
• Analytical, troubleshooting, project-management, organizational, written, and verbal communication skills
• Experience using AI tools for research, documentation, troubleshooting, or workflow automation

Benefits

• Bonus
• Health benefits