API Support Specialist
New
A
AstraFintech Payments
Remote - US OnlyFull-TimeMiddle
Salary$70K - $90K; $70K – $90K • Offers Equity
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Job Details
- Experience
- 1-3 years
- Required Skills
- SQLOAuthRESTful APIsTechnical supportPostman
Requirements
- 1-3 years of experience in a technical support, API support, or technical customer-facing role.
- Experience in fintech, payments, or an API-first product environment.
- Comfort reading API documentation, logs, and error responses.
- Proficiency with REST APIs, webhooks, and authentication patterns like API keys and OAuth.
- Strong written communication skills for explaining technical concepts to various audiences.
- Ability to prioritize and manage multiple open tickets under pressure.
- Methodical approach to troubleshooting and identifying when to escalate complex issues.
- Familiarity with investigation tools such as SQL, API testing tools like Postman, and log searching.
- Prior experience with support ticketing platforms like Pylon, Zendesk, or Intercom is a plus.
- Exposure to basic scripting languages like Python or JavaScript for investigation purposes.
Responsibilities
- Own and resolve inbound technical support tickets including API errors, integration questions, configuration issues, and transaction discrepancies.
- Meet defined response and resolution SLAs while prioritizing tickets by severity and client impact.
- Triage incoming issues to determine whether to escalate to Technical Account Managers or engineering teams.
- Maintain and grow the internal knowledge base and runbooks to improve resolution times.
- Monitor ticket trends to identify systemic issues and patterns across different clients.
- Communicate technical details clearly to client teams and provide actionable guidance.
- Contribute to the development of support macros, escalation paths, and playbooks.
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