Provide tier-1 and tier-2 technical support to merchants experiencing integration or payment processing issues
Troubleshoot API integration problems, analyze error logs, and guide merchants through resolution steps
Debug payment flows, investigate transaction failures, and identify root causes of technical issues
Collaborate with merchants to resolve provider-specific connectivity and configuration problems
Create and maintain technical troubleshooting guides, FAQs, and best practices documentation
Escalate complex technical issues to engineering teams with detailed analysis and reproduction steps
Support merchant onboarding by providing technical guidance during integration setup
Monitor system health and proactively identify potential issues affecting merchant performance
Work closely with third-party payment providers to resolve integration blockers and connectivity issues
Participate in on-call rotation to ensure 24/7 technical support coverage

3+ years of experience in technical support, payment integrations, or API troubleshooting
Experience with payment processing concepts including authorization, capture, refunds, and webhooks
Comfortable using tools like Postman, cURL, and log analysis platforms
Familiar with payment service providers and common integration challenges
Excellent problem-solving skills with attention to detail in technical investigations
Strong written and verbal communication skills in English
Ability to explain technical concepts to both technical and non-technical audiences
Customer-focused mindset with patience and empathy when handling support cases

Technical Support Engineer

Key skills