Technical Support Specialist

You will investigate, triage, and resolve technical issues affecting payment programs. You will own incidents and escalations, reconcile reporting and ledger objects, collaborate on root-cause investigations, and improve support processes. You will use data and AI tools to identify trends, accelerate investigations, and create repeatable workflows.

Responsibilities

• Investigate and resolve customer issues within stated SLAs
• Support payment-program questions involving limits, rejections, onboarding, settlement timing, and stablecoin and fiat rail behavior
• Participate in a 24/7 incident-response rotation for high-priority customer requests
• Collaborate on incident identification, response, retrospectives, root-cause analysis, and prevention
• Reconcile bank and network reporting changes and improve reconciliation logic
• Build policies, procedures, and performance standards for scalable support
• Use data to identify customer and product trends and recommend improvements
• Use AI tools to investigate issues, synthesize queue patterns, and build repeatable workflows

Requirements

• 4+ years in customer-facing technical roles at B2B SaaS companies
• Experience with REST APIs, JSON/XML, FTP/FTPS/SFTP, idempotency, and pagination
• Ability to troubleshoot production issues
• Excellent written communication in asynchronous channels such as email and Slack
• Experience using AI agents in a work environment
• Ability to work standard business hours aligned with the Pacific Time Zone

Benefits

• Equity
• Generous benefits