Payments API Support Engineer

Astra Inc.; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Astra Inc. is seeking an API Support Specialist to join our Integrations team. You will be the front-line technical resource for clients and end-users, handling inbound tickets and troubleshooting API issues.

You will read API docs and logs, triage issues, escalate when needed, and help grow our knowledge base so recurring problems become self-serve.

This early role will shape SLAs, playbooks, and internal processes to keep support fast, accurate, and scalable as we grow.

Qualifications

• 1–3 years' experience in a technical support, API support, or technical customer-facing role.

Responsibilities

• Own and resolve inbound technical support tickets across our client base, including API errors, integration questions, configuration issues, and transaction discrepancies.
• Meet defined response and resolution SLAs, prioritizing by severity and client impact.
• Triage incoming issues and make clear escalation calls to the appropriate Technical Account Manager or engineering.
• Maintain and grow our internal knowledge base and runbooks to enable faster, self-serve resolutions.
• Monitor ticket trends to spot patterns and flag systemic problems.
• Communicate clearly with clients' technical teams and translate technical detail into actionable guidance.
• Contribute feedback on recurring pain points to inform product and documentation improvements.

Skills

REST APIs

API support

Tech customer-facing

Clear written communication

Troubleshooting

Scripting queries (SQL)

Tools

Postman

Zendesk

Intercom

Job description

Astra Inc. is seeking an API Support Specialist to join our Integrations team. You will be the front-line technical resource for clients and end-users, handling inbound tickets and troubleshooting API issues.

You will read API docs and logs, triage issues, escalate when needed, and help grow our knowledge base so recurring problems become self-serve.

This early role will shape SLAs, playbooks, and internal processes to keep support fast, accurate, and scalable as we grow.