Technical Support Specialist

Veem•Toronto, ON

6d•Remote

About The Position

Veem is seeking a customer-focused Technical Support Specialist to provide frontline customer support and guide customers and partners through technical onboarding and API integrations. This intermediate-level individual contributor role combines customer support, technical troubleshooting, implementation coordination, training, documentation, and cross-functional collaboration. The successful candidate will support customers through phone, email, and live chat while also helping new customers and partners configure, test, launch, and stabilize their integrations. The Technical Support Specialist will assist with platform, account, payment, and integration-related questions, take ownership of cases through resolution, and translate technical requirements into clear and practical guidance for both technical and non-technical stakeholders. This role reports to the Customer Support Manager. It does not initially include direct people-management responsibilities but will involve coordinating internal teams and leading customer and partner implementation activities.

Requirements

Two to three years of experience in technical support, API implementation, technical onboarding, SaaS support, or a similar client-facing technical role.
Experience providing customer support through phone, email, and live chat.
Hands-on knowledge of REST APIs, JSON, authentication methods, webhooks, and API testing tools.
Experience using tools such as Postman, OpenAPI, Swagger, or similar developer tools.
Ability to test APIs, interpret logs and error messages, troubleshoot integration issues, and identify root causes.
Experience supporting technical and business stakeholders through onboarding or implementation projects.
Ability to manage multiple customer cases, implementation activities, and competing priorities.
Experience using ticketing, CRM, or case-management systems.
Strong written and verbal communication skills.
Strong analytical, troubleshooting, project-management, and organizational skills.
Ability to explain complex technical concepts to non-technical audiences.
Customer-focused approach with empathy, sound judgment, attention to detail, and strong case ownership.
Experience using AI tools to support research, documentation, troubleshooting, or workflow automation.

Nice To Haves

Experience in fintech, payments, banking, financial services, accounting software, or another regulated industry.
Experience working in a B2B SaaS or API-driven technology environment.
Knowledge of payment APIs, transaction processing, reconciliation, international payments, KYC, and business verification.
Familiarity with OAuth, API monitoring, SQL, scripting, middleware, automation platforms, or browser developer tools.
Experience working directly with Product and Engineering teams.
Experience documenting technical issues, product requests, integration procedures, and implementation resources.
Relevant education in technology, business, finance, project management, or an equivalent combination of education and professional experience.

Responsibilities

Provide scheduled customer support through phone, email, and live chat.
Respond to questions related to accounts, platform functionality, payments, banking information, verification, transactions, and technical integrations.
Own customer cases from initial contact through resolution, including investigation, documentation, follow-up, and escalation.
Provide clear, accurate, and empathetic support to customers with varying levels of technical knowledge.
Manage multiple customer conversations, support tickets, implementation tasks, and follow-up activities.
Meet established service-level, productivity, quality, and customer-satisfaction expectations.
Keep customers informed of progress, dependencies, next steps, and anticipated resolution timelines.
Provide additional support coverage during periods of increased customer volume.
Guide customers and partners through API configuration, authentication methods, webhooks, and integration best practices.
Translate business and payment requirements into practical technical workflows and implementation plans.
Support API setup, testing, and validation in sandbox and production environments.
Use tools such as Postman and OpenAPI documentation to test and troubleshoot integrations.
Investigate API requests, authentication issues, connectivity problems, data errors, and webhook failures.
Review logs, payloads, response codes, and test results to identify root causes.
Support customers throughout development, deployment, launch, and post-launch stabilization.
Escalate complex technical issues with complete reproduction steps, logs, payloads, test results, and supporting documentation.
Maintain accurate implementation records and customer-facing technical documentation.
Recommend improvements to API reliability, integration workflows, documentation, and the developer experience.
Lead or coordinate customer and partner onboarding and implementation activities.
Manage multiple implementations and customer priorities simultaneously.
Establish implementation requirements, milestones, dependencies, owners, and next steps.
Coordinate with Operations, Compliance, Product, Engineering, Sales, and external partners.
Identify implementation risks and communicate delays or dependencies proactively.
Deliver training and technical guidance to customers, partners, and internal teams.
Support customers during testing, launch readiness, and production rollout.
Use AI-assisted tools to improve customer support, troubleshooting, documentation, and internal workflows.
Design, test, and refine prompts, automated workflows, and support agents.
Review AI-generated outputs for accuracy, quality, consistency, and appropriate customer communication.
Help maintain and improve internal AI tools and knowledge resources.
Identify recurring customer issues and recommend improvements to workflows, training materials, support content, API documentation, and product functionality.