Technical Support Specialist

About this role

Payabli is a next-generation Payments Infrastructure and Monetization Platform purpose-built for vertical software companies. Through a single, developer-friendly API with low-code embedded payment components, Payabli enables platforms to seamlessly embed, monetize, and operationalize payments, making payments a core part of their platform and business model.

By unifying payment acceptance, payment issuance, and advanced payment operations tooling, Payabli empowers software companies to manage and move money through a single infrastructure stack that delivers total control over the payments experience. Built to scale with PCI DSS 4.0 and SOC 2-compliant security, Payabli's infrastructure delivers enterprise-grade reliability and trust while leveraging AI-driven intelligence to enhance visibility, streamline operations, and drive revenue growth.

Backed by leading fintech investors including QED Investors, Fika Ventures, TTV Capital, and Bling Capital, Payabli is setting the standard for embedded payments infrastructure powering the next generation of vertical SaaS.

As a Technical Support Specialist, you'll partner closely with the Technical Support Manager to handle the front line of incoming technical issues across tickets and Slack, taking ownership of resolving the majority and teaming up on the rest. You'll work closely with our Success and Support teams, serving as a technical bridge between them and Engineering. This is a Tier 2 role: you're not writing platform code, but you can investigate an issue end to end, reason about payment flows and integrations, and tell the difference between a configuration problem and a genuine bug. You'll help shape how this team works and grow with it as it scales.

WHAT YOU'LL DO

BE THE TECHNICAL FRONT LINE

- Serve as tier 1 for incoming technical support with TSM as an escalation point.

- Build trusted relationships through responsive, professional, and solution-oriented communication.

- Maintain SLAs and ensure timely follow-up on all open cases.

INVESTIGATE AND RESOLVE

- Turn vague reports into well-defined problems: expected vs actual behavior, when it started, reproduction steps, and scope of impact.

- Investigate before escalating, using product docs, account and paypoint configurations, internal tools, and API responses and webhook payloads to determine root cause.

- Take ownership of configuration, integration, and how-to issues, resolving them independently as you ramp.

- Use AI tools to work faster and smarter, researching issues, drafting customer responses, and summarizing context, while applying judgment about when to trust and when to verify the output.

ESCALATE WITH PRECISION

- Follow escalation paths in place from Tier 1 to Technical Support Manager, packaging the context they need to act fast: transaction IDs, timestamps, request and response payloads, environment, affected account, logs, and clear reproduction steps.

- Identify recurring issues and partner with internal teams to drive long-term solutions.

KNOWLEDGE AND DOCUMENTATION

- Help build out our internal documentation and knowledge base as you learn, so the whole team can scale.

- Document processes, troubleshooting steps, and best practices to improve team efficiency.

TEAM COLLABORATION

- Partner with our Partner Success and Client Support teams as the technical point of contact for customer-reported issues, ensuring seamless handoffs and shared context.

- Work cross-functionally with Onboarding, Risk, Compliance, and Operations to support customer needs.

- Surface customer feedback, trends, and product issues to help improve the overall client experience.

WE'D LOVE TO HEAR FROM YOU IF YOU HAVE...

- 2+ years in a technical support, implementation, or Tier 2 support role, ideally at a payments, fintech, or API-first company.

- Comfort working with REST APIs at a practical level: running existing or provided calls, interpreting status codes, and reading JSON responses to confirm behavior or isolate a problem. You don't need to author complex integrations from scratch.

- Ability to read logs and webhook payloads and trace an issue across systems.

- Comfort using internal tools and dashboards to look up records and verify behavior (no direct database access required).

- A working understanding of payment concepts (authorization and capture, ACH, settlement, chargebacks, returns) or the ability to ramp on them quickly.

- Experience working alongside engineers, and a strong sense of what detail an engineer needs to investigate an issue.

- Comfort working with AI tools as part of your daily workflow, and an instinct for using them to move faster without losing accuracy.

- Experience with ticketing systems (Fin preferred, Jira, Zendesk).

- Excellent written communication and a customer-first, calm-under-pressure temperament.

NICE TO HAVE

- Direct experience with payments platforms, gateways, or processors.

- Familiarity with tools like Postman, log and observability platforms, and support tooling.

- Documentation experience (Confluence or similar).

OUR VALUES

We think you'll love being part of our team because we're a values driven company that cares deeply about our team, partners, and customers. Our north star values are:

🤝 Team Love = Customer Love: You understand that when you build great products for your internal partners, they deliver exceptional experiences to merchants. You obsess over the platform partners and businesses that depend on every payout landing on time.

🔥 Run to the Fire: When ACH returns spike or a card program hits a snag, you're the first one in the war room. You don't shy away from hard problems, you chase them. You volunteer for the complex, messy challenges others avoid.

🔍 Little Things Count: You sweat the details because you know a single decimal error in a payout can damage a business. You double-check edge cases, validate every

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