API Support Specialist

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Astra Finance

WebsiteLinkedInAll Job Openings

11 - 50 employees

💳 Fintech

💸 Finance

☁️ SaaS

Fintech • Finance • SaaS

Astra Finance is an all-in-one payments platform that provides an API for processing instant payments between bank accounts and cards. It is designed for product teams aiming to embed secure and fast payment solutions while minimizing the risk of fraud and failures. With features like instant disbursements, payout options, and accelerated ACH transfers, Astra Finance offers a full-stack payment processing solution, making it an ideal choice for fintech companies looking to streamline their payments infrastructure.

📋 Description

• Own and resolve inbound technical support tickets across our full client base — API errors, integration questions, configuration issues, transaction discrepancies, and similar day-to-day technical problems • Meet defined response and resolution SLAs, prioritizing by severity and client impact • Triage incoming issues and make clear escalation calls — routing account-specific complexity to the appropriate Technical Account Manager, and any suspected platform-wide or systemic issues to engineering • Maintain and grow our internal knowledge base and runbooks, documenting resolutions so recurring issues get solved faster (or become self-serve) over time • Monitor ticket trends to spot patterns — flagging when the same issue is showing up across multiple unrelated clients, which often signals a systemic problem worth raising upstream • Communicate clearly and professionally with clients' technical teams, translating technical detail into plain, actionable guidance • Contribute feedback on recurring pain points to help inform product and documentation improvements • Help build the support function itself: as an early team member, you'll shape our macros, escalation paths, SLAs, and internal playbooks rather than just follow existing ones.

🎯 Requirements

• 1-3 years' experience in a technical support, API support, or technical customer-facing role, ideally in fintech, payments, or another API-first product • Comfort reading API documentation, logs, and error responses, and troubleshooting integration issues methodically • Familiarity with REST APIs, webhooks, and common authentication patterns (API keys, OAuth) • Strong written communication — able to explain technical concepts clearly to both technical and non-technical audiences • Ability to prioritize under pressure across multiple open tickets with different urgency levels • A structured, checklist-minded approach to troubleshooting, paired with good judgment about when a problem is outside your depth and needs to be escalated • Comfortable working with basic scripting/tooling to investigate issues (SQL queries, API testing tools like Postman, log searching) — not required to write production code • Prior experience at a payments, fintech, or developer-tools company (Nice to have) • Experience with support ticketing platforms (Pylon, Zendesk, Intercom, or similar) and internal monitoring/observability tools (Nice to have) • Exposure to basic scripting (Python, JavaScript) for investigating issues (Nice to have)

🏖️ Benefits

• Offers Equity