Technical Support Specialist, Circit

• 2+ years experience in technical support, product support, implementation, or a similar customer-facing technical role
• Strong troubleshooting and root-cause analysis skills
• Excellent written communication (you can explain technical issues simply and confidently)
• Comfortable collaborating with Development and Product teams in a fast-moving environment
• Experience supporting integrations, APIs, or data pipelines
• Familiarity with REST APIs, authentication concepts (OAuth), webhooks
• Experience working in a ticketing environment (Intercom, Zendesk etc.)

Desirable

• We’re hiring a Technical Support Specialist to own investigation and resolution of complex integration and provider-related issues across our bank connectivity platform
• You’ll be a critical escalation point between Tier 1 Support, customers, banks/providers, and Product/Development
• This role sits in Support, with a dotted line to Product for collaboration and context
• You’ll be expected to own your ticket queue, keep tickets moving, and ensure issues are followed through to closure without creating bottlenecks
• A key part of this role is creating a high-quality customer experience through clear communication, strong ownership, and proactive updates
• You’ll help build customer trust by setting expectations early, explaining complex issues simply, and ensuring customers always know what’s happening and what comes next
• Deliver a consistently strong customer experience by providing clear, timely, and confident communication, even during complex or long-running issues
• Build customer trust through ownership, transparency, and expectation-setting (what we know, what we’re doing, and when we’ll update next)
• Own Tier 2 technical support tickets end-to-end, including customer communication and closure
• Investigate and diagnose integration, data quality and connectivity issues using internal tools, logs, and platform signals
• Provide clear customer updates: impact, next steps, realistic timelines, and resolution status
• Coordinate with external banks/providers to progress long-running issues and unblock customers
• Create high-quality engineering escalations (clear reproduction steps, evidence, impact) when required
• Work closely with Product and Development teams to stay aligned on new integrations, changes, and known issues
• Identify recurring issues and contribute to improving processes, documentation, and internal tooling