Technical Support Specialist

Provide scheduled customer support through phone, email, and live chat.

Respond to questions related to accounts, platform functionality, payments, banking information, verification, transactions, and technical integrations.

Own customer cases from initial contact through resolution, including investigation, documentation, follow-up, and escalation.

Provide clear, accurate, and empathetic support to customers with varying levels of technical knowledge.

Manage multiple customer conversations, support tickets, implementation tasks, and follow-up activities.

Meet established service-level, productivity, quality, and customer-satisfaction expectations.

Keep customers informed of progress, dependencies, next steps, and anticipated resolution timelines.

Provide additional support coverage during periods of increased customer volume.

Guide customers and partners through API configuration, authentication methods, webhooks, and integration best practices.

Translate business and payment requirements into practical technical workflows and implementation plans.

Support API setup, testing, and validation in sandbox and production environments.

Use tools such as Postman and OpenAPI documentation to test and troubleshoot integrations.

Investigate API requests, authentication issues, connectivity problems, data errors, and webhook failures.

Review logs, payloads, response codes, and test results to identify root causes.

Support customers throughout development, deployment, launch, and post-launch stabilization.

Escalate complex technical issues with complete reproduction steps, logs, payloads, test results, and supporting documentation.

Maintain accurate implementation records and customer-facing technical documentation.

Recommend improvements to API reliability, integration workflows, documentation, and the developer experience.

Lead or coordinate customer and partner onboarding and implementation activities.

Manage multiple implementations and customer priorities simultaneously.

Establish implementation requirements, milestones, dependencies, owners, and next steps.

Coordinate with Operations, Compliance, Product, Engineering, Sales, and external partners.

Identify implementation risks and communicate delays or dependencies proactively.

Deliver training and technical guidance to customers, partners, and internal teams.

Support customers during testing, launch readiness, and production rollout.

Use AI-assisted tools to improve customer support, troubleshooting, documentation, and internal workflows.

Design, test, and refine prompts, automated workflows, and support agents.

Review AI-generated outputs for accuracy, quality, consistency, and appropriate customer communication.

Help maintain and improve internal AI tools and knowledge resources.

Identify recurring customer issues and recommend improvements to workflows, training materials, support content, API documentation, and product functionality.

Technical troubleshooting and root-cause analysis

API integration, testing, and implementation

Phone, email, and live-chat customer support

Case ownership and queue management

Customer and partner onboarding

Project coordination and prioritization

Payment workflow knowledge

Customer empathy and expectation management

Technical communication and training

Documentation and knowledge management

Cross-functional collaboration

Continuous improvement

Ownership and accountability

AI-assisted workflow development

Job title: Technical Support Specialist

Level: Intermediate individual contributor

Reporting to: Customer Support Manager

People management: No direct reports initially

Primary locations: Ottawa or Toronto

Additional locations: Offshore candidates may be considered