Technical Product Support Specialist

We're on the lookout for a Technical Product Support Specialist to join our team!
Your main responsibility will be to provide top-notch technical support to our customers, helping them have a great experience with our products. You'll collaborate with our development and product teams to troubleshoot issues and enhance our systems.

Knowledge and familiarity with the payment lifecycle (authorization, settlement, returns) and transaction statuses, funding delays, and reconciliation processes , and experience with return codes (ACH, Visa/Mastercard declines) is a definite asset!

If you possess the following skills and experience, we'd love to hear from you!

Technical Skills:
- Experience with payment services (ACH, EFT, Visa Direct, etc.)
- Proficiency with APIs (REST, JSON) and tools like Postman
- Ability to read and troubleshoot request/response logs
- Familiarity with payment gateways and fraud/risk platforms
- Basic SQL querying skills
- Understanding of authentication methods (OAuth2, API keys)

Communication & Collaboration:
- Strong verbal and written communication skills
- Ability to explain technical concepts to non-tech folks
- Previous experience in customer-facing roles in B2B SaaS or fintech

Problem Solving:
- Strong analytical and troubleshooting skills
- Ability to manage multiple support requests
- Experience with support ticketing systems like Zendesk or Jira

If this sounds like you, we encourage you to apply!

Additional Requirements:

- Due to this being a customer service role requiring frontline customer support via email, a reliable internet connection is required.
-Our company works in the Eastern Time Zone, but we work with clients across North America. There are two available shifts: 5 PM EST - 1:00 AM EST and 1:00 AM - 9:00 AM EST Monday to Friday.