About the Role
The role involves providing technical support to external partners during integration and beyond, diagnosing issues, guiding implementation, and ensuring high service availability through proactive communication and problem resolution.
Responsibilities
- Offer technical assistance to integration teams working with external partners
- Diagnose and resolve technical issues related to payment systems and APIs
- Guide partners through integration processes using clear and effective communication
- Collaborate with internal engineering teams to escalate and resolve complex issues
- Monitor system performance and respond to incidents promptly
- Document technical solutions and share knowledge across teams
- Support troubleshooting of API connectivity and transaction failures
- Assist with testing and validation during onboarding phases
- Provide timely responses to partner inquiries via support channels
- Work across time zones to support global operations
- Ensure partners follow best practices in implementation and security
- Track and manage support tickets to resolution
- Communicate technical details clearly to non-technical stakeholders
- Contribute to improving support tools and documentation
- Maintain up-to-date knowledge of platform changes and updates
- Assist in root cause analysis for recurring technical problems
- Help partners interpret error logs and diagnostic data
- Coordinate with product teams to relay feedback and feature requests
- Support certification processes for new partner integrations
- Promote reliability and uptime across partner-facing systems
- Identify opportunities to automate support workflows
- Escalate critical production issues following incident protocols
- Ensure compliance with data security and privacy standards
- Participate in on-call rotations for urgent technical issues
- Deliver post-incident summaries and preventative recommendations
Compensation
Competitive salary and benefits package commensurate with experience
Work Arrangement
Hybrid work model with flexibility to work remotely and in-office
Team
Part of the global support organization focused on partner success and technical excellence
About the Team
This role is embedded within a global support team dedicated to enabling successful partnerships through technical expertise and responsive service. The team works closely with engineering, product, and operations to ensure seamless integration and long-term reliability.
What We Offer
Opportunities for professional growth, access to cutting-edge payment technology, a collaborative work environment, and exposure to global clients and systems.
Visa sponsorship available for qualified candidates
