Technical Support Specialist

Accountabilities:
The Technical Support Specialist will provide frontline technical assistance while supporting customers and partners throughout onboarding, integration, and ongoing platform usage. The role requires strong ownership of customer cases, technical problem-solving abilities, and the ability to collaborate with multiple internal teams to deliver reliable solutions. Provide customer support through phone, email, and live chat, addressing platform, account, payment, verification, and integration-related questions. Own customer cases from initial request through resolution, including investigation, documentation, follow-up, escalation, and communication of progress. Troubleshoot API integrations by analyzing authentication issues, connectivity challenges, data errors, webhook failures, logs, payloads, and response codes. Guide customers and partners through API configuration, testing, implementation, deployment, and post-launch stabilization. Support technical onboarding activities by defining requirements, milestones, dependencies, and implementation plans. Coordinate with internal teams including Operations, Compliance, Product, Engineering, Sales, and external partners to resolve issues and deliver successful implementations. Create and maintain technical documentation, implementation resources, and knowledge materials. Deliver training and technical guidance to customers, partners, and internal stakeholders. Use AI-assisted tools to improve support workflows, documentation, troubleshooting processes, and operational efficiency. Identify recurring customer challenges and recommend improvements to products, workflows, documentation, and support processes. Requirements: The ideal candidate has experience in technical support, SaaS onboarding, API integrations, or a similar customer-facing technical role. You should combine strong troubleshooting abilities with excellent communication skills and the ability to support both technical and non-technical users. 2–3 years of experience in technical support, API implementation, SaaS support, technical onboarding, or a related technical customer role. Experience providing customer assistance through phone, email, and live chat channels. Hands-on knowledge of REST APIs, JSON, authentication methods, webhooks, and API testing practices. Experience using tools such as Postman, OpenAPI, Swagger, or similar developer platforms. Ability to test APIs, interpret logs and error messages, troubleshoot integrations, and identify root causes. Experience supporting customers through technical onboarding or implementation projects. Strong organizational skills with the ability to manage multiple cases, priorities, and deadlines. Familiarity with ticketing systems, CRM platforms, or customer case-management tools. Excellent written and verbal communication skills with the ability to explain technical concepts clearly. Strong analytical thinking, attention to detail, and customer-focused problem-solving approach. Ability to collaborate effectively with Product and Engineering teams. Experience using AI tools for research, documentation, troubleshooting, or workflow automation. Experience in fintech, payments, banking, financial services, or regulated technology environments is a plus. Familiarity with payment APIs, transaction processing, KYC, business verification, SQL, scripting, automation platforms, or developer tools is an advantage. Benefits: Competitive salary package with bonus opportunities. Comprehensive health benefits coverage. Fully remote work environment for eligible candidates in Canada. Opportunity to work in a fast-growing technology and financial services environment. Meaningful ownership and the ability to contribute to customer success and product improvements. Cross-functional collaboration with Product, Engineering, Operations, and Sales teams. Opportunities to develop technical, customer-facing, and project management skills. Exposure to modern AI-powered tools and workflow innovation. Supportive environment focused on learning, growth, and continuous improvement.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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