Technical Support Specialist

Vaga não está no LinkedIn

🕒 Julho 17

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

💻 Suporte de TI

🚫👨‍🎓 Sem graduação necessária

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Payabli

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2020

💼 Consultoria

📣 Marketing

📦 Logística

💰 $35.999.907 Series B - Payabli em 2025-06

Consulting • Marketing • Logistics

A Payabli é uma empresa de infraestrutura de pagamentos de próxima geração que permite que plataformas de software integrem, gerenciem e monetizem pagamentos. Ela oferece um conjunto completo de capacidades — Pay In (aceitação de pagamentos e integração de comerciantes), Pay Out (pagamentos a fornecedores/parceiros) e Pay Ops (operações, risco, faturamento e relatórios) — entregues via APIs, componentes integráveis e serviços de consultoria personalizados. A Payabli tem como alvo empresas de SaaS, instituições financeiras, serviços habilitados por tecnologia e grandes comerciantes, sendo uma facilitadora de pagamentos registrada/ISO, oferecendo soluções de pagamento escaláveis, compatíveis e com ferramentas de integração amigáveis para desenvolvedores.

Descrição

• Serve as tier 1 for incoming technical support with TSM as an escalation point. • Build trusted relationships through responsive, professional, and solution-oriented communication. • Maintain SLAs and ensure timely follow-up on all open cases. • Turn vague reports into well-defined problems: expected vs actual behavior, when it started, reproduction steps, and scope of impact. • Investigate before escalating, using product docs, account and paypoint configurations, internal tools, and API responses and webhook payloads to determine root cause. • Take ownership of configuration, integration, and how-to issues, resolving them independently as you ramp. • Use AI tools to work faster and smarter, researching issues, drafting customer responses, and summarizing context, while applying judgment about when to trust and when to verify the output. • Follow escalation paths in place from Tier 1 to Technical Support Manager, packaging the context they need to act fast: transaction IDs, timestamps, request and response payloads, environment, affected account, logs, and clear reproduction steps. • Identify recurring issues and partner with internal teams to drive long-term solutions. • Help build out our internal documentation and knowledge base as you learn, so the whole team can scale. • Document processes, troubleshooting steps, and best practices to improve team efficiency. • Partner with our Partner Success and Client Support teams as the technical point of contact for customer-reported issues, ensuring seamless handoffs and shared context. • Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs. • Surface customer feedback, trends, and product issues to help improve the overall client experience.

🎯 Requisitos

• 2+ years in a technical support, implementation, or Tier 2 support role, ideally at a payments, fintech, or API-first company. • Comfort working with REST APIs at a practical level: running existing or provided calls, interpreting status codes, and reading JSON responses to confirm behavior or isolate a problem. You don't need to author complex integrations from scratch. • Ability to read logs and webhook payloads and trace an issue across systems. • Comfort using internal tools and dashboards to look up records and verify behavior (no direct database access required). • A working understanding of payment concepts (authorization and capture, ACH, settlement, chargebacks, returns) or the ability to ramp on them quickly. • Experience working alongside engineers, and a strong sense of what detail an engineer needs to investigate an issue. • Comfort working with AI tools as part of your daily workflow, and an instinct for using them to move faster without losing accuracy. • Experience with ticketing systems (Fin preferred, Jira, Zendesk). • Excellent written communication and a customer-first, calm-under-pressure temperament.

🏖️ Benefícios

• Competitive salary • Stock options with the potential to unlock more equity as we grow • Flexible PTO and paid parental leave • Medical, dental, & vision insurance • 401K, HSA, pre-tax savings programs