Technical Support Specialist

Technical Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist based in Canada. This role offers the opportunity to support customers and partners in a fast-growing technology environment focused on simplifying global business operations. You will act as a key technical point of contact, helping users successfully onboard, integrate, and optimize their experience with digital payment solutions. The position combines customer support, API troubleshooting, technical implementation, and cross-functional collaboration. You will work closely with product, engineering, operations, and commercial teams to resolve complex challenges and improve customer experiences. This is an ideal opportunity for a technically curious professional who enjoys solving problems and translating complex concepts into clear solutions. You will contribute to process improvements, documentation, and innovative support workflows while helping customers achieve their business goals. The role provides meaningful ownership in a collaborative, remote-first environment where your impact can be seen quickly.

Accountabilities:

The Technical Support Specialist will provide frontline technical assistance while supporting customers and partners throughout onboarding, integration, and ongoing platform usage. The role requires strong ownership of customer cases, technical problem-solving abilities, and the ability to collaborate with multiple internal teams to deliver reliable solutions.

• 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.

Requirements:

The ideal candidate has experience in technical support, SaaS onboarding, API integrations, or a similar customer-facing technical role. You should combine strong troubleshooting abilities with excellent communication skills and the ability to support both technical and non-technical users.

• 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.
• Experience in fintech, payments, banking, financial services, or regulated technology environments is a plus.
• Familiarity with payment APIs, transaction processing, KYC, business verification, SQL, scripting, automation platforms, or developer tools is an advantage.

Benefits:

• Competitive salary package with bonus opportunities.
• Comprehensive health benefits coverage.
• Fully remote work environment for eligible candidates in Canada.
• Opportunity to work in a fast-growing technology and financial services environment.
• Meaningful ownership and the ability to contribute to customer success and product improvements.
• Cross-functional collaboration with Product, Engineering, Operations, and Sales teams.
• Opportunities to develop technical, customer-facing, and project management skills.
• Exposure to modern AI-powered tools and workflow innovation.
• Supportive environment focused on learning, growth, and continuous improvement.