Technical Support Specialist

Payabli

Technical Support Specialist resolving tier 1 technical issues while collaborating with internal teams at Payabli. Taking ownership of issues and ensuring customer satisfaction through effective communication.

Posted 7/17/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and problem-solving, with a strong focus on customer communication and collaboration across teams. Proficient in using internal tools, REST APIs, and AI tools to enhance efficiency and drive solutions.

Highest-signal resume keywords

Technical Support ExperienceREST API ProficiencyTicketing Systems ExperiencePayment Concepts UnderstandingExcellent Written Communication

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportREST APILog ReadingWebhook PayloadsTroubleshootingDocumentationConfiguration ManagementIntegration Issues ResolutionCustomer Feedback AnalysisProblem Definition

Soft Skills

Solution-Oriented CommunicationCalm Under PressureRelationship BuildingTeam CollaborationDetail Orientation

Tools & Technologies

Internal ToolsTicketing SystemsAI ToolsDashboards

Industry Keywords

PaymentsFintechAPI-FirstAuthorization and CaptureACHSettlementChargebacksReturns

About the role

Key responsibilities & impact

Serve as tier 1 for incoming technical support with TSM as an escalation point.
Build trusted relationships through responsive, professional, and solution-oriented communication.
Maintain SLAs and ensure timely follow-up on all open cases.
Turn vague reports into well-defined problems: expected vs actual behavior, when it started, reproduction steps, and scope of impact.
Investigate before escalating, using product docs, account and paypoint configurations, internal tools, and API responses and webhook payloads to determine root cause.
Take ownership of configuration, integration, and how-to issues, resolving them independently as you ramp.
Use AI tools to work faster and smarter, researching issues, drafting customer responses, and summarizing context, while applying judgment about when to trust and when to verify the output.
Follow escalation paths in place from Tier 1 to Technical Support Manager, packaging the context they need to act fast: transaction IDs, timestamps, request and response payloads, environment, affected account, logs, and clear reproduction steps.
Identify recurring issues and partner with internal teams to drive long-term solutions.
Help build out our internal documentation and knowledge base as you learn, so the whole team can scale.
Document processes, troubleshooting steps, and best practices to improve team efficiency.
Partner with our Partner Success and Client Support teams as the technical point of contact for customer-reported issues, ensuring seamless handoffs and shared context.
Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs.
Surface customer feedback, trends, and product issues to help improve the overall client experience.

Requirements

What you’ll need

2+ years in a technical support, implementation, or Tier 2 support role, ideally at a payments, fintech, or API-first company.
Comfort working with REST APIs at a practical level: running existing or provided calls, interpreting status codes, and reading JSON responses to confirm behavior or isolate a problem. You don't need to author complex integrations from scratch.
Ability to read logs and webhook payloads and trace an issue across systems.
Comfort using internal tools and dashboards to look up records and verify behavior (no direct database access required).
A working understanding of payment concepts (authorization and capture, ACH, settlement, chargebacks, returns) or the ability to ramp on them quickly.
Experience working alongside engineers, and a strong sense of what detail an engineer needs to investigate an issue.
Comfort working with AI tools as part of your daily workflow, and an instinct for using them to move faster without losing accuracy.
Experience with ticketing systems (Fin preferred, Jira, Zendesk).
Excellent written communication and a customer-first, calm-under-pressure temperament.

Benefits

Comp & perks

Competitive salary
Stock options with the potential to unlock more equity as we grow
Flexible PTO and paid parental leave
Medical, dental, & vision insurance
401K, HSA, pre-tax savings programs