Technical Support Specialist

About the Role

As a Technical Support Specialist, you'll partner closely with the Technical Support Manager to handle the front line of incoming technical issues across tickets and Slack, taking ownership of resolving the majority and teaming up on the rest.

You'll work closely with our Success and Support teams, serving as a technical bridge between them and Engineering. This is a Tier 2 role: you're not writing platform code, but you can investigate an issue end to end, reason about payment flows and integrations, and tell the difference between a configuration problem and a genuine bug.

You'll help shape how this team works and grow with it as it scales.

Key Responsibilities

• Serve as tier 1 for incoming technical support with TSM as an escalation point.

• Build trusted relationships through responsive, professional, and solution-oriented communication.

• Maintain SLAs and ensure timely follow-up on all open cases.

• Turn vague reports into well-defined problems: expected vs actual behavior, when it started, reproduction steps, and scope of impact.

• Investigate before escalating, using product docs, account and paypoint configurations, internal tools, and API responses and webhook payloads to determine root cause.

• Take ownership of configuration, integration, and how-to issues, resolving them independently as you ramp.

• Use AI tools to work faster and smarter, researching issues, drafting customer responses, and summarizing context, while applying judgment about when to trust and when to verify the output.

• Follow escalation paths in place from Tier 1 to Technical Support Manager, packaging the context they need to act fast: transaction IDs, timestamps, request and response payloads, environment, affected account, logs, and clear reproduction steps.

• Identify recurring issues and partner with internal teams to drive long-term solutions.

• Help build out our internal documentation and knowledge base as you learn, so the whole team can scale.

• Document processes, troubleshooting steps, and best practices to improve team efficiency.

• Partner with our Partner Success and Client Support teams as the technical point of contact for customer-reported issues, ensuring seamless handoffs and shared context.

• Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs.

• Surface customer feedback, trends, and product issues to help improve the overall client experience.