Technical Support

Qualifications

• Minimum Associate Degree in Information Technology, Computer Science, or related field
• Minimum 2–3 years of experience in Technical Support, Application Support, Production Support, or similar technical roles
• Experience in fintech, payment, or financial systems is a plus
• Experience handling API integration and technical communication with partners or clients
• Strong understanding of RESTful API, including HTTP methods, status codes, headers, authentication, request/response, and error handling
• Strong understanding of Linux systems and basic system troubleshooting
• Good understanding of API documentation and ability to troubleshoot integration issues based on API specifications, logs, and request/response data
• Good understanding of basic computer and network troubleshooting
• Familiar with monitoring and observability tools such as Grafana, application logs, metrics, and instrumentation tools
• Familiar with incident triage and incident management, including severity, impact assessment, escalation, and incident communication
• Able to perform basic DNS configuration and troubleshooting, including A, CNAME, TXT, and DNS resolution
• Good communication and problem solving skills, especially when working with external partners

Job Description

• Manage partner integration end-to-end, including technical onboarding, API integration, testing, troubleshooting, and production readiness
• Act as the technical point of contact for partners during integration and production operations
• Assist partners in understanding API documentation and resolving technical integration issues
• Perform initial investigation and troubleshooting of technical issues reported by partners or identified through monitoring
• Analyze API requests/responses, logs, metrics, and system behavior to identify issues and potential root causes
• Monitor application and service health using Grafana, logs, metrics, and other observability tools
• Perform incident triage by assessing severity, impact, urgency, and required escalation
• Coordinate incident handling with Engineering, DevOps, QA, Product, and relevant stakeholders until the issue is resolved
• Provide clear and timely technical updates to partners and stakeholders during incidents or integration issues
• Perform basic Linux, networking, and DNS troubleshooting as part of technical investigation
• Maintain incident records, troubleshooting evidence, timelines, and relevant technical documentation
• Identify recurring issues and work with Engineering/DevOps to improve system reliability and reduce recurring incidents
• Ensure partner issues and operational incidents are followed up until resolution and proper closure

Work Location: In person