API Support Specialist – Payments Platform

Better Tomorrow Ventures; United States; On-site; USD 65,000 - 95,000; Full time

Job summary

Astra is seeking an API Support Specialist to join our Integrations team. You will be the front-line technical resource handling inbound support tickets, troubleshooting API issues, and guiding customers through integration challenges.

The role emphasizes problem-solving, clear communication, and the ability to translate complex issues into actionable solutions. You'll work with REST APIs, webhooks, and authentication patterns, collaborating with Technical Account Managers and engineering to

Qualifications

• 1–3 years in a technical support, API support, or customer-facing role.
• Comfort reading API docs, logs, and error responses, and troubleshooting issues methodically.
• Familiarity with REST APIs, webhooks, and authentication patterns (API keys, OAuth).
• Strong written communication to explain technical concepts to diverse audiences.
• Ability to prioritize multiple tickets with varying urgency.
• Structured troubleshooting approach with good judgment on when to escalate.
• Familiarity with basic scripting/tools to investigate issues (SQL queries, API testing tools).

Responsibilities

• Own and resolve inbound technical support tickets across our client base, including API errors and configuration issues.
• Meet defined response and resolution SLAs, prioritizing by severity and client impact.
• Triage issues and escalate to the right specialists or engineering as needed.
• Maintain and grow internal knowledge base and runbooks to enable faster self-serve resolutions.
• Monitor ticket trends and flag systemic problems for upstream follow-up.
• Communicate clearly with clients' technical teams and translate technical detail into actionable guidance.
• Contribute feedback to product and documentation improvements.

Skills

API troubleshooting

Strong communication

Problem solving

Prioritization under pressure

Troubleshooting checklist

Scripting basics

Tools

Postman

SQL

Job description

Astra is seeking an API Support Specialist to join our Integrations team. You will be the front-line technical resource handling inbound support tickets, troubleshooting API issues, and guiding customers through integration challenges.

The role emphasizes problem-solving, clear communication, and the ability to translate complex issues into actionable solutions. You'll work with REST APIs, webhooks, and authentication patterns, collaborating with Technical Account Managers and engineering to