Technical Support Specialist

Key responsibilities:

• Create and continuously improve customer-facing technical documentation (integration guides, troubleshooting articles, FAQs, changelog notes) that is accurate, actionable, and aligned with product behaviour.
• Own merchant incidents end-to-end across chat, voice, and email, from first response to resolution and closure.
• Triage and investigate payment issues using logs/metrics/traces, correlate symptoms across systems, and identify the most probable root cause.
• Manage the full lifecycle of tickets in Salesforce and Jira, including clear reproduction steps, impact assessment, and evidence packages for Engineering.
• Lead incident coordination during outages or degradations: escalate, keep stakeholders updated, document actions taken, and contribute to post-incident reviews.
• Verify merchant integration behaviour (API requests/responses, callbacks/webhooks, idempotency, status transitions) and provide actionable guidance.
• Proactively monitor service health using Splunk and Grafana, detect anomalies, and raise risks before they become merchant-impacting incidents.
• Maintain and improve operational and customer-facing knowledge: runbooks, FAQs, troubleshooting trees, and SOPs; propose process improvements based on recurring patterns.
• Perform investigating payment transactions discrepancies.
• Assist in implementing automation initiatives to enhance efficiency and scalability.
• Partner with Product, Engineering, Risk/Compliance, and Operations to validate fixes, confirm merchant-side remediations, and reduce repeat incidents.
• Contribute to team capability building: peer coaching, knowledge-sharing, and onboarding of new support specialists.

Required experience and skills (must-have)

• Proven experience creating customer-facing technical documentation for API products (integration guides, troubleshooting articles, release notes) with clear structure and reproducible steps.
• Willingness to work in shifts and provide after-hours monitoring/coverage (including evenings/weekends during go-lives and hypercare) to meet onboarding and merchant support commitments.
• Financial services experience: 2+ years in a bank, PSP, acquirer, payment gateway, card processor, or similar regulated payments/fintech environment.
• Payments domain knowledge: understanding of payment flows and lifecycles (authorization, capture, refunds, reversals), status models, and merchant troubleshooting patterns.
• Strong technical literacy with REST APIs, HTTP, JSON; hands-on troubleshooting with Postman (or similar).
• Solid hands-on experience building and troubleshooting API integrations (merchant/partner), including callbacks/webhooks, idempotency, and status transitions.
• Good working knowledge of at least one programming language (e.g., Java, Python, JavaScript) to read code snippets, write small utilities, and reason about integration behaviour.
• Ability to work with observability tools (Splunk, Grafana) to investigate issues and build evidence-based hypotheses.
• Experience operating in a ticket-driven environment with strict SLAs, using Jira/Confluence and CRM tools such as Salesforce.
• Strong written and spoken English (native or C2), including the ability to de-escalate and communicate clearly under pressure.
• Proficient in using customer support ticketing platforms, including Intercom, Salesforce Service Cloud, and Zendesk