Technical Support Specialist

About the job

We are looking for a skilled Technical Support Representative with an engineering background to act as the critical link between our merchants and engineers. You will be a customer-facing expert, tasked with solving complex integration issues and analyzing logs to provide clear, actionable solutions that build trust.

As a Technical Support Specialist, you will:

• Serve as the first point of contact for technical support escalations, communicating directly and empathetically with merchants to resolve their issues.
• Investigate and diagnose challenging technical problems by digging into cloud logs (GCP) and application logs to identify root causes.
• Use tools like Sentry for error tracking and Postman to replicate issues and test API endpoints.
• Troubleshoot a wide range of merchant issues, including API integrations, third-party plugins (WooCommerce, Shopify), payment statuses, and email delivery (SendGrid).
• Provide clear and timely communication to merchants, guiding them through solutions and managing their expectations.
• Collaborate closely with the backend engineering team, providing detailed bug reports and escalating only the most complex, core-level issues.
• Contribute to our internal knowledge base, creating documentation to help both our team and our users resolve common technical problems faster.

You’ll experience what it is like to work in a fun, entrepreneurial, and high growth startup!

What we’d like

You do not need to be intimately familiar with any of the technologies that we work with. Great people are effective at quickly learning what we use and introducing us to new ways of working.

Having said that, we think a Technical Support Specialist should:

Core Experience & Technical Skills

• Holds a degree-level qualification or has equivalent professional experience.
• Combines proven experience in a customer-facing technical support role with a strong background in engineering or a related technical field.
• Possesses exceptional diagnostic and critical-thinking skills, with a talent for troubleshooting complex technical issues from start to finish.
• Is proficient in deep log analysis and enjoys digging into data to uncover the root cause of a problem.
• Has hands-on experience with API testing tools like Postman to independently diagnose integration issues.
• Demonstrated experience with e-commerce platform configuration, such as installing and configuring the WooCommerce or Shopify plugin, or setting up integrations using tools like Zapier.

Communication & Empathy

• Has exceptional written and verbal communication skills in English.
• Excels at explaining complex technical concepts to non-technical users with patience, clarity, and empathy.
• Builds rapport quickly and has a natural ability to see things from the user's perspective.
• Possesses excellent interpersonal skills and a high degree of emotional intelligence.

Mindset & Personal Attributes

• Is proactive, energetic, and genuinely revels in the challenge of solving problems.
• Has a deep-seated passion for customer advocacy and is obsessed with ensuring users are successful and happy.
• Is creative, innovative, and uses data to inform decisions and improve processes.
• Demonstrates a strong sense of ownership, with the drive to deliver results and see issues through to resolution.
• Thrives in a fully remote, distributed organization and is highly proficient with modern web tools (Google Workspace, etc.).

Nice to have

• Prior experience at a high-growth startup or at an established fintech firm.
• Understands the fundamentals of the fintech or payments space (e.g., transaction lifecycles, refunds, chargebacks).
• Fluency in other languages in addition to English.
• Experience working with a remote, global, multicultural team.
• Familiarity with scripting languages (e.g., Python, Bash) or basic system administration/deployment tools (e.g., basic Kubernetes commands).

What you’ll get

As a Technical Support Specialist, you will receive:

• Your choice of equipment
• Competitive pay
• Access to our upcoming ESOP
• Incredible co-workers (yep, really!)
• A super nice, flexible, distributed work environment