API Support Specialist

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🔥 17 hours ago

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Astra

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

💳 Fintech

🤝 B2B

🔌 API

Fintech • B2B • API

<Astra> Astra is a Payments Cloud platform that provides a vertically integrated, compliance-first solution for instant money movement across multiple payment rails (ACH, RTP, FedNow, Visa Direct, Mastercard Move). It centralizes processing plus KYC/AML, fraud screening, ledgering, reconciliation, disputes, and treasury behind a single API so businesses can launch payouts, instant funding, and accelerated bank transfers without building or maintaining a payments stack. Astra targets developer-led teams and platforms, enabling fast time-to-market, intelligent routing, and configurable payment workflows for B2B customers via one integration.

📋 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