> Markdown version of [/jobs/ext/2718864-api-support-specialist](https://www.wearedevelopers.com/jobs/ext/2718864-api-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # API Support Specialist - **Company:** ASTRA CORPORATION - **Location:** United States (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** JavaScript (Programming Language), Application Programming Interfaces (APIs), Python (Programming Language), OAuth, SQL Databases, Systems Integration, Alwayson, Scripting, Pylon Synchronization Software, Postman, Grafana, Os Ticket, Production Code, Restful APIs, Zendesk, Webhooks - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/api-support-specialist-astra-3-8798704 ## About the Role * 1-3 years' experience in a technical support, API support, or technical customer-facing role, ideally in fintech, payments, or another API-first product * Comfort reading API documentation, logs, and error responses, and troubleshooting integration issues methodically * Familiarity with REST APIs, webhooks, and common authentication patterns (API keys, OAuth) * Strong written communication - able to explain technical concepts clearly to both technical and non-technical audiences * Ability to prioritize under pressure across multiple open tickets with different urgency levels * A structured, checklist-minded approach to troubleshooting, paired with good judgment about when a problem is outside your depth and needs to be escalated * Comfortable working with basic scripting/tooling to investigate issues (SQL queries, API testing tools like Postman, log searching) - not required to write production code Nice to have * Prior experience at a payments, fintech, or developer-tools company * Experience with support ticketing platforms (Pylon, Zendesk, Intercom, or similar) and internal monitoring/observability tools * Exposure to basic scripting (Python, JavaScript) for investigating issues ## Description We're looking for an API Support Specialist to join our Integrations team as we scale our payments API platform. You will be a front-line problem solver for our customers and their end-users. This person will manage inbound support tickets - including tickets submitted by clients on behalf of their own end-users - troubleshoot integration and payment issues, and provide clear, timely resolutions. The role requires strong problem-solving instincts, comfort with technical systems, and the ability to translate complex issues into clear solutions for customers. You'll be the accessible, always-on technical resource for any client on our platform, regardless of account size - the person who makes sure issues get resolved fast and consistently, and who knows exactly when something needs to go to a specialist instead. What you'll do * Own and resolve inbound technical support tickets across our full client base - API errors, integration questions, configuration issues, transaction discrepancies, and similar day-to-day technical problems * Meet defined response and resolution SLAs, prioritizing by severity and client impact * Triage incoming issues and make clear escalation calls - routing account-specific complexity to the appropriate Technical Account Manager, and any suspected platform-wide or systemic issues to engineering * Maintain and grow our internal knowledge base and runbooks, documenting resolutions so recurring issues get solved faster (or become self-serve) over time * Monitor ticket trends to spot patterns - flagging when the same issue is showing up across multiple unrelated clients, which often signals a systemic problem worth raising upstream * Communicate clearly and professionally with clients' technical teams, translating technical detail into plain, actionable guidance * Contribute feedback on recurring pain points to help inform product and documentation improvements * Help build the support function itself: as an early team member, you'll shape our macros, escalation paths, SLAs, and internal playbooks rather than just follow existing ones., * SLA adherence: first response time and time-to-resolution across ticket severity tiers * Ticket resolution rate without escalation, balanced against escalation quality (routing the right issues to the right specialist) * Client satisfaction on resolved tickets * Contribution to knowledge base growth and reduction in repeat/known issues over time Why this role matters This role is a critical building block for our Integrations team as we scale. It ensures every client - not just our largest accounts - gets fast, reliable technical support, and it protects our more specialized Technical Account Managers' ability to focus on the proactive, account-specific work that keeps our most important relationships healthy and growing. ## Related Videos - [Are Your APIs Ready for AI Agents](https://www.wearedevelopers.com/videos/2004-are-your-apis-ready-for-ai-agents) - [API = Some REST and HTTP, right? 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