API Support Specialist, Astra

• 1-3 years' experience in a technical support, API support, or technical customer-facing role, ideally in fintech, payments, or another API-first product
• Comfort reading API documentation, logs, and error responses, and troubleshooting integration issues methodically
• Familiarity with REST APIs, webhooks, and common authentication patterns (API keys, OAuth)
• Strong written communication — able to explain technical concepts clearly to both technical and non-technical audiences
• Ability to prioritize under pressure across multiple open tickets with different urgency levels
• A structured, checklist-minded approach to troubleshooting, paired with good judgment about when a problem is outside your depth and needs to be escalated
• Comfortable working with basic scripting/tooling to investigate issues (SQL queries, API testing tools like Postman, log searching) — not required to write production code

Desirable

• We're looking for an API Support Specialist to join our Integrations team as we scale our payments API platform
• You will be a front-line problem solver for our customers and their end-users
• This person will manage inbound support tickets — including tickets submitted by clients on behalf of their own end-users — troubleshoot integration and payment issues, and provide clear, timely resolutions
• The role requires strong problem-solving instincts, comfort with technical systems, and the ability to translate complex issues into clear solutions for customers
• You'll be the accessible, always-on technical resource for any client on our platform, regardless of account size — the person who makes sure issues get resolved fast and consistently, and who knows exactly when something needs to go to a specialist instead
• Own and resolve inbound technical support tickets across our full client base — API errors, integration questions, configuration issues, transaction discrepancies, and similar day-to-day technical problems
• Meet defined response and resolution SLAs, prioritizing by severity and client impact
• Triage incoming issues and make clear escalation calls — routing account-specific complexity to the appropriate Technical Account Manager, and any suspected platform-wide or systemic issues to engineering
• Maintain and grow our internal knowledge base and runbooks, documenting resolutions so recurring issues get solved faster (or become self-serve) over time
• Monitor ticket trends to spot patterns — flagging when the same issue is showing up across multiple unrelated clients, which often signals a systemic problem worth raising upstream
• Communicate clearly and professionally with clients' technical teams, translating technical detail into plain, actionable guidance
• Contribute feedback on recurring pain points to help inform product and documentation improvements
• Help build the support function itself: as an early team member, you'll shape our macros, escalation paths, SLAs, and internal playbooks rather than just follow existing ones
• How success is measured:
• SLA adherence: first response time and time-to-resolution across ticket severity tiers
• Ticket resolution rate without escalation, balanced against escalation quality (routing the right issues to the right specialist)
• Client satisfaction on resolved tickets
• Contribution to knowledge base growth and reduction in repeat/known issues over time
• Why this role matters:
• This role is a critical building block for our Integrations team as we scale. It ensures every client — not just our largest accounts — gets fast, reliable technical support, and it protects our more specialized Technical Account Managers' ability to focus on the proactive, account-specific work that keeps our most important relationships healthy and growing