API Support Specialist

Astra Finance

API Support Specialist providing technical support and troubleshooting for Astra's payment API platform. Resolving client integration issues and documenting solutions for knowledge growth.

Posted 7/23/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $70,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and API troubleshooting, with a strong ability to communicate complex technical concepts clearly to diverse audiences. Proficient in managing support tickets, prioritizing issues, and contributing to knowledge base improvements.

Highest-signal resume keywords

Technical Support ExperienceAPI Documentation ProficiencyREST API FamiliarityStrong Written CommunicationSupport Ticketing Platforms Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

API SupportTroubleshooting Integration IssuesSQL QueriesBasic ScriptingLog Searching

Soft Skills

Prioritization Under PressureStructured Approach to TroubleshootingGood Judgment

Tools & Technologies

PostmanPylonZendeskIntercom

Industry Keywords

FintechPaymentsAPI-First ProductTechnical Customer-Facing Role

Tech Stack

Tools & technologies

JavaScriptPythonSQL

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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
Prior experience at a payments, fintech, or developer-tools company (Nice to have)
Experience with support ticketing platforms (Pylon, Zendesk, Intercom, or similar) and internal monitoring/observability tools (Nice to have)
Exposure to basic scripting (Python, JavaScript) for investigating issues (Nice to have)

Benefits

Comp & perks

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