Technical Support Specialist

Remote Tier 2 Technical Support Specialist role at Payabli, acting as the technical front line for issues and partnering with Support/Success and Engineering to troubleshoot payment flows end to end.

Responsibilities

• Handle incoming technical support as Tier 1, with TSM serving as an escalation point
• Maintain strong, trusted relationships through responsive, professional, and solution-oriented communication
• Own case velocity by maintaining SLAs and ensuring timely follow-up on open tickets
• Convert vague reports into actionable problems with: expected vs actual behavior, start time, reproduction steps, and impact scope
• Investigate prior to escalation by using product docs, account and paypoint configurations, internal tools, and API responses and webhook payloads to identify root cause
• Take ownership of configuration, integration, and “how-to” issues, resolving them independently as you ramp
• Use AI tools to speed up research, draft customer responses, and summarize context, while applying judgment to verify outputs when needed
• Follow established escalation paths to Tier 2 leaders (Technical Support Manager) with complete context, including:
  • Transaction IDs
  • Timestamps
  • Request and response payloads
  • Environment
  • Affected account
  • Logs
  • Clear reproduction steps
• Spot recurring issues and coordinate with internal teams to drive long-term fixes
• Contribute to internal documentation and a knowledge base as you learn, supporting team scale
• Document troubleshooting steps, processes, and best practices to improve efficiency
• Serve as technical point of contact for Partner Success and Client Support for customer-reported issues, ensuring smooth handoffs and shared context
• Collaborate cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs
• Surface customer feedback, trends, and product issues to improve the client experience

Requirements

• At least 2 years in technical support, implementation, or Tier 2 support (payments, fintech, or API-first company preferred)
• Practical comfort working with REST APIs:
  • Run existing or provided calls
  • Interpret status codes
  • Read JSON responses to confirm behavior or isolate problems
• Ability to read logs and webhook payloads and trace issues across systems
• Comfort using internal tools and dashboards to look up records and validate behavior (no direct database access required)
• Working understanding of payment concepts (authorization and capture, ACH, settlement, chargebacks, returns) or ability to ramp quickly
• Experience working alongside engineers and knowledge of what engineering needs to investigate effectively
• Comfort using AI tools as part of daily workflow, with a focus on speed without losing accuracy
• Experience with ticketing systems: Fin preferred, or Jira, Zendesk
• Excellent written communication and a customer-first, calm under pressure approach

Technologies

• REST APIs, JSON
• Fin (ticketing system), Jira, Zendesk
• Postman
• Log and observability platforms
• Confluence
• AI tools

Benefits

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

Nice to have

• Direct experience with payments platforms, gateways, or processors
• Familiarity with Postman, log and observability platforms, and support tooling
• Documentation experience (Confluence or similar)

Our values

• Team Love = Customer Love: builds great products for internal partners so merchants get exceptional experiences
• Run to the Fire: jumps into hard problems, including ACH return spikes and card program issues
• Little Things Count: focuses on precision in payouts and validates edge cases
• Truth Seekers: gives direct feedback, documents what isn’t known, admits mistakes quickly, and stays accountable
• Relentlessly Curious: investigates “what if” and “why not,” learns continuously across the payments ecosystem