Technical Support Specialist
J
JobgetherFintech Payments
CanadaFull-TimeMiddle
SalaryCompetitive salary package with bonus opportunities.
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Job Details
- Experience
- 2–3 years
- Required Skills
- API testingRESTful APIsJSONSaaSPostmanTechnical support
Requirements
- 2–3 years of experience in technical support, API implementation, SaaS support, technical onboarding, or a related technical customer role.
- Experience providing customer assistance through phone, email, and live chat channels.
- Hands-on knowledge of REST APIs, JSON, authentication methods, webhooks, and API testing practices.
- Experience using tools such as Postman, OpenAPI, Swagger, or similar developer platforms.
- Ability to test APIs, interpret logs and error messages, troubleshoot integrations, and identify root causes.
- Experience supporting customers through technical onboarding or implementation projects.
- Strong organizational skills with the ability to manage multiple cases, priorities, and deadlines.
- Familiarity with ticketing systems, CRM platforms, or customer case-management tools.
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly.
- Strong analytical thinking, attention to detail, and customer-focused problem-solving approach.
- Ability to collaborate effectively with Product and Engineering teams.
- Experience using AI tools for research, documentation, troubleshooting, or workflow automation.
Responsibilities
- Provide customer support through phone, email, and live chat, addressing platform, account, payment, verification, and integration-related questions.
- Own customer cases from initial request through resolution, including investigation, documentation, follow-up, escalation, and communication of progress.
- Troubleshoot API integrations by analyzing authentication issues, connectivity challenges, data errors, webhook failures, logs, payloads, and response codes.
- Guide customers and partners through API configuration, testing, implementation, deployment, and post-launch stabilization.
- Support technical onboarding activities by defining requirements, milestones, dependencies, and implementation plans.
- Coordinate with internal teams including Operations, Compliance, Product, Engineering, Sales, and external partners to resolve issues and deliver successful implementations.
- Create and maintain technical documentation, implementation resources, and knowledge materials.
- Deliver training and technical guidance to customers, partners, and internal stakeholders.
- Use AI-assisted tools to improve support workflows, documentation, troubleshooting processes, and operational efficiency.
- Identify recurring customer challenges and recommend improvements to products, workflows, documentation, and support processes.
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