Technical Support Associate

Aeropay•Aeropay HQ,

19h•Hybrid

About The Position

Aeropay is seeking a highly curious and customer-minded Technical Support Associate to join our Engineering team. In this role, you will own the technical triage of incoming merchant tickets, tracing the lifecycle of financial transactions to diagnose payments disruptions and related issues. You'll be a vital link between our frontline client teams and core engineers, with a passion for solving puzzles and a drive to turn recurring issues into permanent platform improvements.

Requirements

1–3 years of experience in a technical support, integration or developer support role, preferably within the fintech or payments industries
Solid, hands-on experience with SQL for querying databases to investigate and trace issues
Comfortable reading code (Python, Java or JavaScript) to trace system behavior, even without writing production code
Experience troubleshooting REST APIs, webhook delivery failures and client-side integration issues
Proficiency with observability tools (Kibana, Datadog, Splunk) and support/ticketing platforms (Jira, Linear, ClickUp, Zendesk)
Excellent problem-solving skills and the ability to think critically under pressure
Exceptional written and verbal communication skills, with the ability to position complex technical issues to non-technical audiences
Ability to thrive in a fast-paced environment with minimal guidance
No specific degree required — we care more about curiosity, problem-solving ability and hands-on experience than formal credentials

Nice To Haves

A strong understanding of payments and financial transactions is highly preferred

Responsibilities

Own the #ap-tech-support intake queue, digging into complex APIs, webhook configurations and transaction lifecycles to diagnose why a payment or transaction failed
Use SQL, Datadog/Kibana logs and internal admin tools to trace disruptions, identify bugs and verify account setups
Package verified software bugs with clear reproduction steps and data logs before escalating them to Tier 3 engineering
Categorize incoming tickets and partner with our Product function to prioritize high-impact support issues in the engineering sprint roadmap
Create and maintain self-service troubleshooting documentation to empower our Customer Success (Tier 1) and Solutions Engineering teams
Monitor high-priority P1 queues and participate in the weekend/after-hours on-call rotation for critical platform outages