Technical Support Specialist

Aeropay•Aeropay HQ,

6d•Hybrid

About The Position

Aeropay is seeking a highly skilled and collaborative Technical Support Specialist to help stand up and lead our Engineering support function. You will be the primary technical expert bridging our frontline client teams with core Product and Engineering, owning the transition from ad hoc support to a scalable, data-driven practice. This role calls for strong technical troubleshooting skills, a collaborative spirit and a passion for building the dashboards, playbooks and processes our Tier 2 support team will run on.

Requirements

4–6 years of experience in a senior technical support, integration or developer support role, with a strong preference for candidates coming from payment-intensive backgrounds
Proven track record building support processes, dashboards or tooling from the ground up
Advanced SQL skills for querying across database tables during technical investigations
Strong engineering development experience, preferably Python, to trace system behavior across multiple service lines
Deep experience troubleshooting API integrations and webhook delivery/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

Nice To Haves

A strong understanding of payments and financial transactions is highly preferred
No specific degree required — we care more about curiosity, problem-solving ability and hands-on experience than formal credentials

Responsibilities

Own the #ap-tech-support intake queue for the most complex merchant issues, digging into APIs, webhook configurations and transaction lifecycles to diagnose payment disruptions
Lead the use of SQL, Datadog/Kibana logs and internal admin tools to trace failures, identify bugs and verify account setups — and build the initial reporting dashboards for the team
Act as the senior gatekeeper for our core Product and Engineering teams, packaging verified software bugs with clear reproduction steps before escalating to Tier 3 engineering
Partner directly with the Product function to categorize tickets and prioritize high-impact issues in the engineering sprint roadmap, representing the voice of Tier 2 support
Build and own the troubleshooting documentation and playbooks that empower our Customer Success (Tier 1) and Solutions Engineering teams
Identify patterns in escalations and recommend improvements to tools, alerts and workflows that reduce friction and improve service levels
Lead our high-priority P1 response and weekend/after-hours on-call rotation, mentoring teammates on incident handling for critical platform outages