API Support Specialist

Astra FI
United States
Workplace: RemoteFull timeUSD 70,000 - 90,000 annuallyFunction: Customer Support (Service Desk)Experience: 1-3 yearsSkills: ["Problem-solving","Written communication","Prioritization","Troubleshooting","Good judgment"]

Join the Integrations team to provide always-on technical support for Astra’s payments API platform. You’ll own inbound support tickets (API errors, integration/configuration issues, and transaction discrepancies), troubleshoot methodically, meet response and resolution SLAs, and triage/escalate issues to Technical Account Management or engineering when needed. You’ll also maintain knowledge bases and runbooks, monitor ticket trends for systemic patterns, and clearly translate technical detail into actionable guidance.

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FursaFursa
Astra FI
Astra FI
1 month ago

API Support Specialist

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Last checked: 17 hours agoStatus: Live

Job Summary

Join the Integrations team to provide always-on technical support for Astra’s payments API platform. You’ll own inbound support tickets (API errors, integration/configuration issues, and transaction discrepancies), troubleshoot methodically, meet response and resolution SLAs, and triage/escalate issues to Technical Account Management or engineering when needed. You’ll also maintain knowledge bases and runbooks, monitor ticket trends for systemic patterns, and clearly translate technical detail into actionable guidance.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own and resolve inbound technical support tickets across the client base, including API errors, integration questions, configuration issues, and transaction discrepancies.
  • •Meet defined response and resolution SLAs by prioritizing based on severity and client impact.
  • •Triage incoming issues and route account-specific complexity to Technical Account Managers, and platform-wide/systemic issues to engineering.
  • •Maintain and grow internal knowledge base and runbooks by documenting resolutions and reducing repeat issues over time.
  • •Monitor ticket trends for recurring patterns and provide clear, professional guidance to clients’ technical teams while contributing feedback to product and documentation improvements.

Pay and Benefits

Salary: USD 70,000 - 90,000 annually
Equity and Bonus:Equity

Key Requirements

  • •1-3 years of experience in technical support, API support, or a technical customer-facing role, ideally in fintech, payments, or another API-first product.
  • •Comfort reading API documentation, logs, and error responses to troubleshoot integration issues methodically.
  • •Familiarity with REST APIs, webhooks, and authentication patterns such as API keys and OAuth.
  • •Strong written communication to explain technical concepts to technical and non-technical audiences.
  • •Ability to prioritize under pressure across multiple open tickets and escalate when issues are beyond your depth.
Experience:1-3 yearsFintechPaymentsAPI-first
Skills:Problem-solvingWritten communicationPrioritizationTroubleshootingGood judgment
Tech Stack:REST APIsWebhooksOAuthAPI keysSQLPostmanLog searchingPythonJavaScriptAPI testing tools

Company Brief

Astra FI
Provides an API-first instant payments platform that enables developers and businesses to embed fast, secure bank-to-card and bank-to-bank transfers, payouts, and account funding into their products.
Industry: Fintech Infrastructure
Company Size: Small (11 to 50 employees)
Growth: Growth Stage Startup
Funding: Series A
Headquarters: Menlo Park, United States
Founded: 2016
WebsiteLinkedIn