Astra Finance

Customer Support

• 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.

API Support Specialist

Operations

• Monitor daily transaction activity across ACH, RTP/FedNow, and card rails (AFT/OCT) for anomalies, failures, and settlement issues
• Triage and resolve payment exceptions, including ACH returns, AFT/OCT decline codes, and failed settlements
• Draft and send day-to-day operational emails to sponsor banks — following up on open items, flagging discrepancies, and pushing issues to resolution
• Maintain a running log of open items across bank partners (settlement timing, rate limit requests, network enablement, reconciliation gaps) and drive them toward closure
• Investigate and respond to chargebacks and disputes, assembling evidence and tracking cases through to resolution within card network reason codes and timelines
• Reconcile network settlement files (Visa/Mastercard/ACH) against internal records to identify and resolve discrepancies
• Run SQL queries against production transaction data to support limit increase requests, exception analysis, and ad hoc operational questions
• Build projection models (e.g., month-over-month volume growth, peak-day analysis) to support rail-specific limit increase requests with sponsor banks
• Support client-facing escalations related to payment failures, delays, or fraud disputes, translating technical rail issues into clear client communication
• Document processes and help identify opportunities to automate manual reconciliation and dispute workflows

Payment Operations Analyst

• Own day-to-day accounts payable and accounts receivable processes, including invoice processing, vendor payments, and client billing
• Support month-end and quarter-end close, including account reconciliations, journal entries, and variance analysis
• Reconcile internal financial records against bank statements, payment processor reports, and other third-party data sources
• Track and manage vendor contracts, payment terms, and renewal timelines
• Prepare recurring financial reports and dashboards for leadership (cash position, burn, AP/AR aging, etc.)
• Assist with expense management, corporate card administration, and employee reimbursements
• Help maintain and improve internal financial controls and documentation as the company scales
• Partner with Payments Operations and other teams on cross-functional financial questions
• Work with Engineering to track, analyze, and optimize billing and infrastructure/vendor spend, identifying cost drivers and efficiency opportunities
• Support ad hoc financial analysis and process improvement projects as they come up

FinOps Analyst

Engineering Manager

• Contribute to the codebase as a technical force multiplier: filling gaps, improving quality, and modeling engineering standards.
• Lead and Develop Your Team: Manage a team of backend engineers, fostering a culture of technical excellence, ownership, and continuous growth. Conduct regular 1:1s, provide mentorship, and support career development across all levels of the team.
• Architect Critical Financial Systems: Design and implement payment processing, fraud detection, and compliance systems that handle millions of dollars daily with strict regulatory requirements — and guide your team in doing the same.
• Drive Technical Decisions: Own architecture decisions that impact the entire platform, establishing best practices and engineering standards as the organization scales.
• Stay Hands-On: Contribute directly to complex engineering work — this is not a purely managerial role. You'll write code, participate in design reviews, and remain an active technical voice on the team.
• Lead Cross-Domain Solutions: Coordinate complex interactions between payments, fraud detection, user management, and compliance systems across a distributed microservices architecture.
• Partner Across the Organization: Collaborate closely with product, compliance, and other engineering teams to design systems that meet both business and regulatory requirements.
• Build Engineering Culture: Establish coding standards, design patterns, and engineering practices that will define the team's culture from the ground up.
• Manage Delivery: Balance technical quality with business velocity — plan engineering work, remove blockers, and ensure the team ships reliably.