Technical Support Specialist
Core
Investigate, triage, and resolve technical issues for customers running payments on a fintech platform, bridging customers, products, and engineering.
Role type
Senior IC technical support specialist (payments/fintech)
Builds
Resolution of payment incidents, reconciliation logic improvements, and scalable support processes
Domain
Fintech, payments infrastructure, stablecoins, fiat rails
Deliverable
client delivery
Required skills
REST API troubleshooting, JSON/XML/FTP protocols, production environment debugging, SQL, observability tools, AI tool usage, process documentation
Preferred skills
Payments/fintech domain knowledge, stablecoin settlement, ledgering, BI tools (Hex/Datadog/Sentry), change management, AI-native support tools
Responsibilities
Resolve customer issues regarding payment limits, KYC/KYB onboarding, and settlement timing; Participate in 24/7 incident response and root cause analysis; Manually reconcile bank/network reporting and improve logic; Build policies and performance standards to scale support; Use data and AI to identify trends and synthesize patterns.
Seniority
Senior, hands-on IC
