API Support Specialist

ABOUT ASTRA

Astra is building mission-critical infrastructure for moving money at scale. Our platform processes billions in annual transaction volume with 99.9%+ uptime, powering real-time transfers, bank debits, card disbursements, and complex financial compliance systems. We provide APIs and automation tools that enable businesses to move money programmatically while maintaining strict regulatory requirements.

THE ROLE

We're looking for an API Support Specialist to join our Integrations team as we scale our payments API platform. You will be a front-line problem solver for our customers and their end-users. This person will manage inbound support tickets — including tickets submitted by clients on behalf of their own end-users — troubleshoot integration and payment issues, and provide clear, timely resolutions. The role requires strong problem-solving instincts, comfort with technical systems, and the ability to translate complex issues into clear solutions for customers.

You'll be the accessible, always-on technical resource for any client on our platform, regardless of account size — the person who makes sure issues get resolved fast and consistently, and who knows exactly when something needs to go to a specialist instead.

WHAT YOU'LL DO

• Own and resolve inbound technical support tickets across our full client base — API errors, integration questions, configuration issues, transaction discrepancies, and similar day-to-day technical problems

• Meet defined response and resolution SLAs, prioritizing by severity and client impact

• Triage incoming issues and make clear escalation calls — routing account-specific complexity to the appropriate Technical Account Manager, and any suspected platform-wide or systemic issues to engineering

• Maintain and grow our internal knowledge base and runbooks, documenting resolutions so recurring issues get solved faster (or become self-serve) over time

• Monitor ticket trends to spot patterns — flagging when the same issue is showing up across multiple unrelated clients, which often signals a systemic problem worth raising upstream

• Communicate clearly and professionally with clients' technical teams, translating technical detail into plain, actionable guidance

• Contribute feedback on recurring pain points to help inform product and documentation improvements

• Help build the support function itself: as an early team member, you'll shape our macros, escalation paths, SLAs, and internal playbooks rather than just follow existing ones.

WHAT WE'RE LOOKING FOR

• 1-3 years' experience in a technical support, API support, or technical customer-facing role, ideally in fintech, payments, or another API-first product

• Comfort reading API documentation, logs, and error responses, and troubleshooting integration issues methodically

• Familiarity with REST APIs, webhooks, and common authentication patterns (API keys, OAuth)

• Strong written communication — able to explain technical concepts clearly to both technical and non-technical audiences

• Ability to prioritize under pressure across multiple open tickets with different urgency levels

• A structured, checklist-minded approach to troubleshooting, paired with good judgment about when a problem is outside your depth and needs to be escalated

• Comfortable working with basic scripting/tooling to investigate issues (SQL queries, API testing tools like Postman, log searching) — not required to write production code

NICE TO HAVE

• Prior experience at a payments, fintech, or developer-tools company

• Experience with support ticketing platforms (Pylon, Zendesk, Intercom, or similar) and internal monitoring/observability tools

• Exposure to basic scripting (Python, JavaScript) for investigating issues

HOW SUCCESS IS MEASURED

• SLA adherence: first response time and time-to-resolution across ticket severity tiers

• Ticket resolution rate without escalation, balanced against escalation quality (routing the right issues to the right specialist)

• Client satisfaction on resolved tickets

• Contribution to knowledge base growth and reduction in repeat/known issues over time

WHY THIS ROLE MATTERS

This role is a critical building block for our Integrations team as we scale. It ensures every client — not just our largest accounts — gets fast, reliable technical support, and it protects our more specialized Technical Account Managers' ability to focus on the proactive, account-specific work that keeps our most important relationships healthy and growing.