Technical Support Specialist

We are looking for a highly motivated, technically savvy Technical Support Specialist based in the United States. In this role, you will be the primary technical point of contact for our global merchants. You won’t just be answering questions; you will be “diving under the hood” to troubleshoot complex integrations, analyze logs, and ensure our payment modules are running flawlessly. As a bridge between our clients and our engineering teams, you will play a critical role in translating business needs into technical solutions. Key Responsibilities Customer Advocacy & Relationship Management: Provide high-level technical support via Zoom, email, Slack, and phone, acting as the professional face of the company for our merchants. Cross-Team Orchestration: Serve as the vital link between our customers’ needs and our internal technical teams, ensuring smooth communication and effective problem resolution. Deep-Dive Troubleshooting: Investigate technical issues by analyzing product logic, querying AWS for logs, and monitoring system performance to identify root causes. System Analysis & Solution Design: Understand complex system processes to analyze problems and provide creative technical solutions that align with the product’s architecture. Process-Driven Execution: Work according to structured methodologies and internal protocols to ensure consistency, high-quality documentation, and scalable support. Independent Task & Ticket Management: Take full ownership of your workflow using Jira , demonstrating exceptional organizational skills and the ability to prioritize tasks independently during US business hours. Technical Onboarding: Help merchants navigate our specific modules and ensure their platform is correctly integrated with the SensePass gateway. Requirements Technical Problem-Solver: Proven experience in technical support, QA, or a similar role where you’ve had to understand complex software architecture. Jira Proficiency: Hands-on experience managing tickets, workflows, and documentation within Jira (or similar project management tools). Highly Organized & Methodical: A natural ability to work in an organized manner, following structured processes and maintaining meticulous records of technical issues. Analytical Mindset: Ability to read logs, understand API flows, and translate “tech-speak” into clear, actionable instructions for business owners. Interpersonal & Communication Skills: A “people person” who excels at managing both client expectations and internal technical discussions. Cloud Proficiency: Experience with AWS (specifically for log retrieval and monitoring) is a significant advantage. Autonomy: A proven track record of managing tasks independently in a remote environment while maintaining tight communication loops with a global team. Location: Must be based in the United States (working US business hours). Advantages (Nice to Have) ERP Familiarity: Previous experience or familiarity with Oracle NetSuite or Microsoft Dynamics 365 (D365) . FinTech Expertise: Strong understanding of the payment ecosystem (gateways, processors, card-present vs. CNP, etc.). Note We are looking for someone who doesn’t just “fix bugs” but seeks to understand the “why” behind every process to improve the overall merchant experience. #J-18808-Ljbffr