Technical Support Specialist
RemoteCanada
Job Summary
Provide scheduled customer support via phone, email, and live chat, owning cases from initial contact through resolution while investigating API requests, authentication issues, and webhook failures. Guide customers and partners through API configuration, authentication methods, and integration best practices, translating business requirements into practical technical workflows and supporting setup, testing, and validation in sandbox and production environments. Lead or coordinate customer and partner onboarding activities, establish implementation milestones, and deliver training to technical and non-technical stakeholders. Use AI-assisted tools to refine support agents and identify recurring issues, recommending improvements to documentation and product functionality.
Required Qualifications
- Two to three years of experience in technical support, API implementation, technical onboarding, SaaS support, or a similar client-facing technical role
- Experience providing customer support through phone, email, and live chat
- Hands-on knowledge of REST APIs, JSON, authentication methods, webhooks, and API testing tools
- Experience using tools such as Postman, OpenAPI, Swagger, or similar developer tools
- Ability to test APIs, interpret logs and error messages, troubleshoot integration issues, and identify root causes
- Experience supporting technical and business stakeholders through onboarding or implementation projects
- Ability to manage multiple customer cases, implementation activities, and competing priorities
- Experience using ticketing, CRM, or case-management systems
- Strong written and verbal communication skills
- Strong analytical, troubleshooting, project-management, and organizational skills
- Ability to explain complex technical concepts to non-technical audiences
- Customer-focused approach with empathy, sound judgment, attention to detail, and strong case ownership
- Experience using AI tools to support research, documentation, troubleshooting, or workflow automation
Desired Qualifications
- Experience in fintech, payments, banking, financial services, accounting software, or another regulated industry
- Experience working in a B2B SaaS or API-driven technology environment
- Knowledge of payment APIs, transaction processing, reconciliation, international payments, KYC, and business verification
- Familiarity with OAuth, API monitoring, SQL, scripting, middleware, automation platforms, or browser developer tools
- Experience working directly with Product and Engineering teams
- Experience documenting technical issues, product requests, integration procedures, and implementation resources
- Relevant education in technology, business, finance, project management, or an equivalent combination of education and professional experience
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