Customer Support & Integration Engineer

About the Role

We are looking for a Customer Support & Integration Engineer who can act as a bridge between clients, operations, and engineering teams. This role combines technical support, API/integration troubleshooting, and customer communication responsibilities.

The ideal candidate should be technically inclined, comfortable interacting with clients, and capable of troubleshooting integration and transaction-related issues in a fast-paced environment.

This is a hybrid technical + customer-facing role suited for candidates who enjoy solving problems and working closely with both business and engineering teams.

Key Responsibilities Customer Support

Provide support to clients/merchants during US business hours

Handle client queries, technical issues, and operational escalations

Coordinate with internal teams to ensure timely issue resolution

Provide regular updates to clients regarding ongoing incidents and fixes

Assist clients during onboarding, testing, and go-live phases

Integration & Technical Support

Support API and payment gateway integrations

Troubleshoot integration-related issues using logs, dashboards, and tools like Postman

Validate API requests/responses and webhook data

Investigate transaction failures and production issues

Coordinate with developers and third-party providers for issue resolution

Assist in testing and validating integration fixes

Operations & Monitoring

Monitor live transaction and operational issues

Maintain proper ticket updates and documentation

Track issue status and ensure closure within defined timelines

Escalate critical production issues appropriately

Support day-to-day operational troubleshooting activities

Required Skills Technical

Basic understanding of REST APIs and webhooks

Familiarity with Postman or API testing tools

Basic SQL knowledge

Ability to analyze logs and debug issues

Understanding of SaaS platforms or web applications

Communication Skills

Excellent spoken and written English

Strong customer-handling and communication skills

Ability to explain technical issues clearly to non-technical users

Strong ownership and follow-up attitude

Preferred Qualifications

Experience in Fintech, Payments, SaaS, or Technical Support environments

Prior experience in API/integration support roles

Experience handling client-facing technical support

Comfortable working in US shifts/night shifts