Job Title

Lead API Integration Support Specialist Remote · 7–10 Years Experience · Company Overview We provide API integration services to customers who actively integrate with our payment infrastructure. Our support operations run through a dedicated Slack channel, and we are looking for a senior professional to lead this function end-to-end. Position Summary We are looking for an experienced lead to own our API integration support function. This person will be the most senior technical point of contact for customers integrating with our platform (while also driving the quality and performance of the support operations. The ideal candidate brings deep technical expertise in payment APIs along with the ability to lead, mentor, and set standards. Key Responsibilities Leadership & Ownership Lead the integration support function and set quality standards and best practices Mentor and upskill team members on technical depth and customer communication Own escalations — serve as the final escalation point before engineering Track SLA adherence and drive continuous improvement in response quality and resolution speed Collaborate with product and engineering to surface integration pain points Technical Support Provide real-time technical assistance to customers via Slack Analyze and debug complex API integration issues Review customer code and provide optimization recommendations Offer clear, actionable guidance on payment flows, webhooks, and authentication Customer Communication Respond promptly to customer inquiries in the Slack support channel Explain complex technical concepts in accessible terms Provide step-by-step implementation guidance for onboarding customers Escalate issues to engineering when necessary with full context Documentation & Knowledge Management Own and maintain integration guides, FAQs, and troubleshooting runbooks Document recurring issues and their root-cause resolutions Contribute to API documentation improvements Create video tutorials and walkthroughs as needed Required Qualifications Technical Skills Strong understanding of API integration concepts and best practices Experience with RESTful APIs and webhook implementations Proficiency in debugging API calls and response handling Knowledge of common programming languages (JavaScript, Python, etc.) Understanding of authentication methods (API keys, OAuth, JWT, etc.) Experience with payment processing APIs and 3DS flows Communication Skills Excellent written communication skills Ability to explain technical concepts clearly to non-technical users Experience providing customer support in chat/messaging environments Strong problem-solving and analytical thinking Experience Requirements 7–10 years of experience in technical support, API integration, or a related field Proven track record in a senior or lead technical role Demonstrated ability to mentor peers and drive team capability Significant experience in fintech or payment processing Familiarity with Slack or similar collaboration platforms Preferred Skills Experience with payment gateways (Stripe, Razorpay, PayPal, etc.) Understanding of cryptocurrency fundamentals (Bitcoin, Ethereum, stablecoins)  Knowledge of payment methods — USDC, Push-to-Card, ACH, SEPA, PIX, digital wallets (Venmo, Apple Pay, Google Pay), 3DS Cards Knowledge of chargeback protection and fraud prevention strategies Work Schedule & Coverage Rotational shifts to ensure continuous support coverage Remote-friendly What We Offer Competitive salary commensurate with experience Flexible working arrangements Opportunity to lead and shape a growing technical support function Professional development and learning opportunities in payment technology