Technical Support Specialist

Join our team as a Technical Support Specialist, where you'll be the front line of incoming technical issues and work closely with our Success and Support teams. This is a Tier 2 role that requires strong problem-solving skills and the ability to investigate issues end to end. You'll have the opportunity to shape how the team works and grow with it as it scales. Benefits include stock options, medical, dental, and vision insurance, a 401K, and a monthly education fund.

• Serve as tier 1 for incoming technical support, building trusted relationships through responsive communication.
• Investigate technical issues end to end, determining root cause and taking ownership of configuration, integration, and how-to issues.
• Collaborate with internal teams to drive long-term solutions for recurring issues, and help build out internal documentation and knowledge base.
• Experience working alongside engineers, and a strong sense of what detail an engineer needs to investigate an issue
• 2+ years in a technical support, implementation, or Tier 2 support role, ideally at a payments, fintech, or API-first company
• Excellent written communication and a customer-first, calm-under-pressure temperament
• Comfort working with AI tools as part of your daily workflow, and an instinct for using them to move faster without losing accuracy
• Ability to read logs and webhook payloads and trace an issue across systems
• Experience with ticketing systems (Fin preferred, Jira, Zendesk)
• A working understanding of payment concepts (authorization and capture, ACH, settlement, chargebacks, returns) or the ability to ramp on them quickly
• 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
• Comfort using internal tools and dashboards to look up records and verify behavior (no direct database access required)
• Documentation experience (Confluence or similar)
• Direct experience with payments platforms, gateways, or processors
• Familiarity with tools like Postman, log and observability platforms, and support tooling